BombBomb

• Own the Homebuilder Customer Experience • Design a cohesive, end-to-end experience tailored to the Homebuilder ICP • Lead capture and first interaction • Buyer communication workflows (video, messaging, follow-ups) • Project and relationship lifecycle touchpoints • Internal team collaboration experiences • Translate real-world homebuilder workflows into intuitive, high-value product experiences • Lead Product Design for a Verticalized Platform • Partner with Product and Engineering to evolve BombBomb into a Homebuilder-specific platform • Design workflows that reflect how homebuilders actually sell, communicate, and manage relationships • Lead the Classic to BombBomb 3.0 Migration Experience • Own the design of the end-to-end migration experience from Classic to BombBomb 3.0 • Identify and design missing features and workflows required for customers to successfully transition • Partner with Product, Engineering, and Growth to prioritize features that unlock migration at scale • Drive Activation & Time-to-Value • Design onboarding experiences tailored to homebuilder workflows • Design Al-Native Experiences • Build a Scalable Design System Across Product & Web • Act as a Cross-Functional Unifier

• Execute high-volume, multi-channel outbound prospecting (phone, email, LinkedIn, and video) to identify and engage decision-makers within target accounts. • Manage a robust pipeline across 150–200+ active accounts, maintaining accurate records and activity logs in Salesforce or equivalent CRM. • Qualify inbound and outbound leads using established frameworks (MEDDPICC, BANT, or SPICED) to determine fit and readiness. • Schedule and hand off qualified discovery meetings to Account Executives, ensuring a smooth and informed transition. • Develop and refine personalized messaging strategies tailored to specific personas, verticals, and account tiers. • Collaborate with Marketing and Sales leadership to align outreach with campaigns, content, and go-to-market initiatives. • Contribute to the mentorship and development of junior BDRs, sharing best practices on outreach, objection handling, and discovery. • Consistently meet or exceed monthly and quarterly KPIs including outbound touchpoints, meetings booked, and pipeline generated. • Stay current on industry trends, competitive landscape, and BombBomb product updates to deliver informed, relevant conversations. • Provide feedback to leadership on messaging effectiveness, prospect objections, and market signals.

• Expand our story and brand in the market, leveling up our positioning • Own and shape our customer journeys from first contact through adoption • Drive growth with our ICPs through segmentation, personalization and lifecycle optimization • Build and scale lifecycle marketing programs (acquisition, onboarding, adoption, retention, expansion) • Build and execute a social engagement strategy across key platforms • Jointly own the funnel and our demand generation strategy • Directly impact pipeline, revenue, and company trajectory • Work side-by-side with leadership to drive growth

• Own the design, execution, and continuous improvement of the company’s end-to-end revenue operating model • Define go-to-market systems architecture and lead implementation and ongoing improvement of core systems • Ensure accurate and consistent synchronization of customer and revenue data between Salesforce and Chargebee • Define and maintain core revenue and pipeline metrics across the full customer lifecycle • Partner with the CFO to review, challenge, and improve forecast accuracy • Define and enforce standardized go-to-market processes across the full customer lifecycle • Support design and refinement of compensation plans in partnership with VP of Growth and CFO • Provide structured, data-driven insights to support strategic decision-making

Director of Customer Success Location: Remote within approved US states Reports to: VP of Growth About BombBomb BombBomb is on a mission to help relationship-driven sales teams create authentic connections with their customers. We are a video messaging platform designed to provide individuals and teams the ability to stand out, show up and close deals faster. We work with thousands of customers across a wide range of industries, from growing businesses to large organizations. We are entering the next phase of growth with a clear goal of becoming data-driven, scalable, and intentional in how we drive customer value, retention and revenue. Customer Success is a critical cornerstone. We’re excited to bring on an awesome, go-getting leader to join our team as Director of Customer Success! Why Join BombBomb You have the opportunity to: - Own and shape a critical function - Direct impact on revenue and retention - Build systems from the ground up - Influence company strategy - Lead, serve and invest in our Customer Success team with drive, clarity and empathy Why this Role Exists We have a strong customer base and a significant opportunity to: - Reduce churn - Improve product adoption - Unlock expansion within existing accounts Today, those outcomes and metrics are not as predictable or scalable as we need them to be. This role is designed to report to and partner with the VP of Growth to solve that problem. Should you step into this opportunity, you will take Customer Success (CS) from a reactive function to a proactive, structured, revenue-driving engine. This is a build + operate opportunity, not a “maintain what exists” role. You will lead Customer Success, Support, and Onboarding, with a mandate to: - #1 - Turn CS into a well-oiled, revenue-generating engine - Improve retention and reduce churn in the near term - Build scalable systems for customer engagement, product adoption and health - Build out a land and expand model to drive expansion within current customers - Improve CS efficiency as a percentage of ARR - Invest in our people through coaching, removing roadblocks, cultivating collaboration and in the end, creating a team that thrives This is a hands-on leadership role for someone who can operate in the details while building the system and coaching a team. We are looking for a leader who can quickly assess what’s not working, implement structure, and elevate team performance. What You’ll Own Lead and Develop the Customer Success Team - Be a present, driving force for the team to follow - Directly manage and lead Customer Success Managers, Support, and Onboarding team members - Coach and develop the team to drive strong customer outcomes and account performance - Establish clear expectations, accountability, and a high-performance culture - Jump in to support and engage with key accounts and opportunities as needed - Lead by example through our core values of curiosity, do more with less, build relationships, humility & empathy and work to build trust both internally and with our customers Strengthen Customer Engagement and Retention - Be ruthless about improving GRR - Evolve CS from reactive to proactive motions - Help design and execute a tiered approach to customer engagement based on account size and needs - Organize and structure an engagement model that drives high-touch, success planning, time-to-value and value realization across accounts - Be a thought-leader who standardizes best practices such as account reviews and customer success plans Build and Scale Expansion Within the Customer Base - Be relentless about increasing NRR - Build and scale a repeatable land-and-expand motion - Work with the team to identify expansion opportunities tied to real value - Coach CSMs in qualifying and driving expansion opportunities - Partner with Sales on our new logo and acquisition strategy - Develop repeatable approaches to expanding usage across teams and departments within customer organizations Implement Scalable Systems and Processes - Be data-driven through implementing and optimizing systems and process to give internal teams and external customers analytics and insights to make decisions - Leverage AI to transform how we engagement customer, identify risk, and scale personalized outreach across our customer base - Lead the optimization of our Gainsight platform - Build customer health scoring, lifecycle playbooks, and automated workflows - Partner with Revenue Operations to improve visibility and forecasting Partner Cross-Functionally - Be a key leader within the Growth organization, partnering closely with other Growth functions, Product and RevOps to drive retention and expansion - Collaborate closely with Sales, Marketing, Product, and Revenue Operations - Provide customer insights to inform product direction and go-to-market strategy - Contribute to creating a seamless experience across the full customer lifecycle What Success Looks Like (by the end of 2026) - The well-oiled engine of CS is conceptualized, defined, agreed on and foundations are in place - CS is viewed as a strategic growth function and revenue partner - Data drives our decisions - Churn is clearly understood, measured, actively managed and reducing - Customer health is measurable and managed - A defined and consistent customer engagement model is in place - Expansion is a growing revenue stream - Gainsight and other systems are in place and supporting our strategic plan - The team is thriving with clear goals and expectations, fully invested with stakes in the game, and growing from a fully-functioning expansion funnel About You Who this role is perfect for This opportunity is ideal for someone who wants to build and design a team under the leadership and working with the VP of Growth. A CS leader who has built and scaled CS functions with a SaaS company and who is ready to take full ownership of retention and expansion. What we’re looking for - 7 to 10 years in SaaS Customer Success, Account Management, or related roles - Experience leading teams in a SaaS environment (ideally in the $10M - $50M range) - Experience with products like BombBomb, where usage is discretionary and long-term retention depends on continuously demonstrating customer value and driving ongoing adoption - Success creating an approach to driving expansion - Experience working with or implementing Gainsight - A growth mindset open to direction and leadership from the Senior Leadership Team Your capabilities include Customer and Commercial Orientation You are focused on delivering value to customers while also identifying opportunities for growth and expansion. Builder Mindset You enjoy creating structure, improving processes, and building scalable systems. Hands-On Leadership You are comfortable rolling up your sleeves, engaging directly with customers, supporting your team in real-time, and helping our people reach their goals. Operational Discipline You bring clarity, consistency, and accountability to how work gets done. Strong Communication and Collaboration You work effectively across teams and help create alignment and shared understanding. Compensation The OTE compensation range for this position is $155,000 - $175,000 annually. Final compensation for this role is determined by a variety of factors, such as a candidate’s relevant work experience, skills, certifications, and geographic location. BombBomb’s Benefits & Perks include: - Excellent Medical, Dental and Vision Benefits for you and your family - Flexible Paid Time Off program - 9 paid holidays - 401k Plan with employer match - Monthly Internet stipend - New Hire Home Office set-up bonus - Annual Education / Development for your career growth BombBomb's success in building human connection depends on our ability to foster an equitable and inclusive work environment. We are committed to attracting, retaining, and growing a diverse workforce where people from all backgrounds can feel empowered to bring their whole selves to work, and contribute their best work. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran, and disability status. BombBomb is an equal opportunity employer that welcomes everyone to our team.

• Create Strategy and implement demand generation system to drive growth • Drive performance across Acquisition, Activation, Monetization, and Expansion • Translate GTM strategy into operational plans, KPIs, and closed-loop systems • Optimize and evolve BombBomb’s marketing engine using a Levers x Motions framework • Act as a member of the executive team, embedding customer obsession into everything from campaigns to culture • Execute BombBomb’s positioning and messaging in market across all channels • Shape buyer perception and drive demand generation and customer lifecycle marketing with compelling, high-conversion content • Partner with Product Marketing to align campaigns to product strategy • Own funnel performance: CAC, velocity, trial-to-paid conversion, and payback period • Optimize onboarding, activation, and lifecycle marketing • Architect monetization across freemium, self-serve, and high-touch motions • Leverage AI across the marketing stack for automation, content, scoring, and experimentation • Champion analytics tools like Amplitude, Mixpanel, Gainsight PX, Churnkey • Build and lead Marketing Ops to ensure full-funnel data visibility, attribution, and campaign performance • Build and lead a high-performing team across demand gen, lifecycle, brand, marketing ops, and analytics • Partner with Product, Engineering, and RevOps to align around full-funnel impact • Execute positioning and category creation in close collaboration with Product Marketing • Drive experimentation, learning velocity, and insight-to-action loops • Own LTV:CAC, NRR, Expansion ARR, Activation, and MQL, SQL, and PQL conversion • Build dashboards that drive decision-making and institutionalize learning