RETR: Head of Customer Advocacy | JobSetuu

Description

Job Overview

• Source: WeWorkRemotely

Job Description

Headquarters: Remote
URL: https://retr.app/

Why this role matters right now

As a product-led company, our growth comes from customers who adopt the product, love it, and bring more of their team onto it. That puts this role directly on the growth path: onboarding, adoption, renewal, and expansion all run through it.

We're looking for someone who will own the customer from the day they sign, build the playbook that makes value repeatable, and hire the team that runs it. If you're energized by getting customers to real value fast and turning that into something a team can do at scale, you'll fit in well here.

What you'll do

●    Own every customer after the sale: onboarding, adoption, health, renewal, and growth

●    Figure out why our best accounts grew, turn it into a playbook, and build the team that runs it

●    Own renewals end to end, with no surprises the company doesn't see coming

●    Win enterprise trials, which is where we win or lose an account

●    Bring down churn in our self-serve base through product and automation, not headcount

●    Scale customer support as the base grows, holding quality to our standards

●    Know our customers better than anyone in the company, and keep Sales close wherever that knowledge should turn into a conversation

●    Hire and lead the customer team

The first 60 days

Days 1 to 14. Live in the accounts. Learn the product, the industry, and the book. Go through every account that grew and find out what actually drove it.

Days 15 to 30. There's more than one growth path in this base. Name them. Test them. Prove a couple. By day 30 you have a playbook hypothesis with evidence behind it.

Day 30. Start hiring while you're still refining. It doesn't need to be finished. It needs to be 80% right.

Day 60. First success managers in seat, book split, playbook running with your team.

We move fast. If 60 days sounds aggressive, it is, and we'd rather tell you now than after you sign.

The team

Success, Enablement, and Support report to you. You'll hire your first success managers inside 60 days. You report to our COO.

Sales sells the account and stays on through the first 90 days. Everything after that is yours.

Everyone ships. Everyone owns.

What we're looking for

●    You've built a customer success function from scratch, not just run one somebody else built

●    You can talk about your retention and expansion numbers in specifics, not adjectives

●    You're happy carrying a book yourself for the first 60 days and then giving it away

●    You've fixed a churn problem with product and automation, not just by adding people

●    You'd rather hire two excellent people than five adequate ones

●    You think of expansion as evidence the product worked, not as a target you hit

●    You're comfortable being 80% right and moving

●    A creative problem solver with strong listening, logic, and critical thinking skills

●    Team player with a passion for helping others succeed and a commitment to doing the right thing

Bonus. Mortgage or fintech experience. Experience standing up an AI-first support motion.

How we operate

Three philosophies we run by:

●    Give more than you get.

●    Lead with value.

●    Do the right thing.

Five values behind them: Honesty. Integrity. Fairness. Accountability. Excellence.

You'll love this job if you already operate this way. If you don't, we're not the right fit for you.

"Lead with value" is not decoration here. It is why our customer touchpoints do not feel commercial, and why accounts grow because customers want more rather than because someone chased a number. If a touchpoint would feel like a sales call to the customer, it’s the wrong touchpoint.

What we offer

●    $180,000-$200,000 base salary. National band, no geo-adjustment. Performance bonus on top, which we will walk through together

●    Fully remote, US-based

●    Company-paid medical at 100% of your individual premium

●    Dental, vision, life, short-term and long-term disability employer-provided

●    401(k) with match: 100% of your first 1% plus 50% of your next 5%

●    25 days PTO plus 13 paid holidays, including Christmas Eve and the day after Thanksgiving

●    $100 weekly meal stipend, $100 monthly wellness stipend

●    Full home office setup: laptop, monitors, camera, peripherals provided

What we don't offer

●    Big-tech RSUs. We're bootstrapped. No stock grants.

●    A quota dressed up as customer success. This is not a sales job with a softer title.

●    Bureaucracy. We're small and we like it that way.

●    Layers between you and the work. You report to our COO. That's the org.

How to apply

Send a resume and a short note to jobs@retr.app answering one question: tell us about an account you grew where the mechanism was value, not persuasion. What did you measure, and what did you change?

We read every application. If there's a fit, we'll set up a conversation.

We're an equal opportunity employer. We welcome candidates of all backgrounds, experiences, abilities, and perspectives. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

More at retr.app.

To apply: https://weworkremotely.com/remote-jobs/retr-head-of-customer-advocacy

Expert Career Tips for RETR: Head of Customer Advocacy Roles

To succeed in a competitive market as a RETR: Head of Customer Advocacy, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with RETR: Head of Customer Advocacy requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This RETR: Head of Customer Advocacy position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.