Director of Customer Success

Honeycomb Credit is seeking an experienced Director of Customer Success who is passionate about small businesses and eager to maximize customer value at an impactful startup.

Honeycomb is a venture-backed, loan crowdfunding website that unlocks capital for small businesses from an unconventional and innovative source—their fans, friends, and community. By crowdfunding a small business loan on Honeycomb, entrepreneurs create deeper relationships with their community and investors earn a return while supporting local businesses they love. It’s a true win-win!

About the role 

Are you a growth-oriented account management leader? Have you successfully grown revenue by scaling an account management or customer success team at a tech startup? Do you believe that Main Street should come before Wall Street?  Are you passionate about helping small businesses realize their full potential?   If so, come talk to us at Honeycomb Credit about leading our account management and customer experience team.

In this role you will:

• Work hand-in-hand with Sales and Operations to turn our booked small business accounts into revenue through successful crowdfunded investment offerings
• Build and scale processes that allow Honeycomb to rapidly onboard and launch booked investment offerings 
• Lead a growing account management team to ensure that our small business customers have the tools and confidence they need to run successful investment offerings
• Focus on efficiency by finding opportunities to eliminate or automate redundant tasks and processes while maintaining an industry-leading level of small business customer service
• Excel in a highly visible role reporting directly to the CEO and working cross-functionally with Sales, Product, and Operations
• Hire, onboard, develop, and grow a high performing team of account managers and customer experience representatives
• Create and manage feedback loops with the Sales and Marketing teams to ensure they are bringing highly qualified leads to the platform
• Work with Operations to set our minimum platform requirements and participate in our credit analysis process to ensure they are being consistently followed
• Constantly train and nurture the customer success team to help them improve their conversion rates and efficiency, and build opportunities for career growth
• Surprise and delight small business customers to drive referrals and repeat customers

We are looking for applicants who have:

• An orientation to results - we are looking for overachievers who are self-motivated and driven by hitting numbers and scaling a startup
• Managed a sales or account management team of at least 5 people in the past
• Led dozens of hiring decisions and have a repeatable hiring playbook
• Deep CRM experience and are data driven to the core 
• An intuitive knack for testing and iterating
• Empathy with customers and teammates but not afraid to have tough conversations, internally and externally, when needed
• Passion for community building and supporting small businesses
• Experience selling to and working with independently-owned small businesses
• Alignment with our company values: 
  • Honesty, Candor, and Mutual Respect
  • Raise Your Hand, Then Roll Up Your Sleeve
  • Work Hard and Enjoy the Journey
  • Community Building is a Team Sport
  • Disagree and Commit
  • Bias Toward Action

Candidates for the role should have 5-8+ years of sales, account management, or customer success experience, with at least 3 years of management experience, ideally working with small business customers.

Experience in the following industries is preferred: online lending, credit card processing, marketing services, crowdfunding, restaurant tech, commercial banking, or loyalty programs.

Why Honeycomb?

• Full-time, salaried position with a competitive commission and bonus structure
• Competitive equity package in a high-growth startup
• Company 401K plan
• Comprehensive health insurance with 90% employer contribution
• Unlimited PTO
• Fun, unique, and exciting co-workers
• The opportunity to contribute on Day 1 and grow your career in a mission-driven organization

 Candidates in Pittsburgh, PA will be given preference.

Honeycomb Credit is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.