Exile on Main Street
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Main Street
Head of Customer Success // Provider Operations Manager
Why these are great jobs
With this company’s founder, investors, and mission, it’s a great bet. Plus roles as part of a founding team like these ones don’t come along that often.
In case you can’t tell, I’m really excited about this company and these roles - if you think you could be a fit, don’t hesitate to get in touch.
The nitty gritty
Company Description
Main Street is the next company out of Prehype (the studio behind Ro & ManagedByQ). At Prehype, we’ve been researching the home services for the past several months and have identified an opportunity to build what we believe can be a standalone company.
In the home services sector, the vast majority of startups have created arbitrary value that has not pushed society forward. We believe that there is not only a multi-billion dollar company to be built in the space but a company that will change the lives of small business owners.
We are on a mission to modernize the service experience for consumers by letting providers focus on what they do best: deliver local, friendly, and authentic service.
We raised a pre-seed round of financing led by Khosla Ventures.
As one of our first ten, you’ll be a part of the team responsible for getting Main Street to product-market fit. We’re looking for leaders that don’t need heavy direction, hold themselves directly accountable, and want to build a world-class team.
Role (Head of Customer Success)
As Head of Customer, you'll be responsible for the crucial job of keeping our providers happy. This role is best suited for someone who is equally capable of defining the strategy and rolling up his/her sleeves to do the work.
What you'll do
Write the customer success playbook: from onboarding to support
Hire, develop and train team members for current and future growth opportunities
Define and own key metrics including provider NPS, gross renewal rate, up-sell/cross-sell dollars, habits / product adoption metrics
Own the financial model for your team, including forecasts of renewal and upsell rates
Proactively identify additional revenue opportunities from the existing client base
Independently and successfully manage a high volume of account related tasks including: contract management, support case escalation, and email and phone communication
Our dream candidate has…
3-5+ years experience working in customer facing operations or customer success at a high growth startup.
A GM Attitude - deep bias for action to do what it takes. Align with relevant teams to drive initiatives that will help keep providers happy.
Excellent organizational skills with the ability to prioritize and multi-task with a high-level of accuracy and attention to detail
Creatively work with the product team to bring customer feedback to life with new features and offerings
Experience working in a top technology-related consulting role (e.g. BCG, McKinsey or Bain) or finance role (e.g. Investment Banker, Private Equity or Hedge Fund associate) is a plus.
Role (Provider Operations Manager)
As Provider Operations Manager, you'll be directly responsible for growing and on-boarding providers. This role is best suited for someone who is equally capable of defining the strategy and rolling up his/her sleeves to do the work.
What you'll do
Lead sales demos and meetings to activate clients
Ideate and execute marketing strategies to build local brand: ie (events, networking)
Hire, train and coach SDRs who are dedicated to your market and provide them with strategic guidance
Write the launch playbook: creating and own launch projects
Oversee provider on-boarding, creating a VIP experience for providers across categories
Our dream candidate has…
Been consistently called a “people person.” Our dream candidate can own a room, be a strong communicator and the local face of Main Street.
2-4 years experience working in operations at a high growth startup.
Project management chops. The ability to create meticulously execution plans for large-scale projects and execute on them.
Experience working in a top technology-related consulting role (e.g. BCG, McKinsey or Bain) or finance role (e.g. Investment Banker, Private Equity or Hedge Fund associate).
You are able to spend a considerable amount of time in-market (no relocation required)
Who you are (cultural fit)
You’re not only comfortable with ambiguity, you embrace it
You want to build something at lightning speed
You’re known as self-motivated, self-aware and self-disciplined
You believe life is too short to work on B-problems or with B-players
Our Culture
Do less, better
We are defined by our judgment
High leverage
________
Take advantage of this referral program and you’ll be like Elizabeth Warren - tough on Wall Street but in love with Main Street. Send me a list of the friends that you got to sign up and you’ll get a bonus:
2 points (2 of your friends signed up): A copy of my private guide on how to get a chief of staff job. I’ve helped a bunch of people get interviews and get hired in this role and this guide has actionable tips on what you can do to stand out.
5 points (5 friends): I’ll review your resume and give you feedback. (plus the previous bonus)
10 points (10 friends): I’ll do a 20-minute interview prep call with you. (plus the previous bonuses)