Hearken Director of Success
Hearken is looking for a Director of Success to join our dynamic team as our company expands. The Director of Success will be the thought-partner of the CEO and other company leadership to provide best-in-class strategy, consulting and support services for our customers.

This role will lead and manage our Engagement Strategy team, comprised of journalists in the USA and Europe. The strategists work with our newsroom customers to help them successfully deploy audience engagement into their editorial process for a variety of strategic outcomes.

Please read the full job description for more information about what we're looking for and what Hearken is / does:

After you fill out this application, please send an email *with your resume attached* to careers@wearehearken.com with the subject line "Director of Success."

Deadline (Updated May 6): We will review applications on a rolling basis and keep the positions open until filled. It’s best to get your application in ASAP!

Basic Info
Your name *
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Your email *
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Your phone number *
Your answer
Best times of day/week to schedule an interview *
Initial interviews are likely to happen in May for selected candidates
Your answer
Writing Section
For the following questions, please keep your answers short; they should be about a paragraph or two in length (seriously!). Think of this application as a replacement for a cover letter. It's part of our screening process.The purpose of these questions is to get a sense of your personality and perspective and the way you communicate and think. Feel free to interpret questions broadly and be creative. If you're selected to continue we'll reach out to set up more in-depth interviews.
What excites you most about Hearken and the work we do / make possible? *
Your answer
Describe your experience working in customer success or developing customer relationships. What roles have you played and what/ key functions did you serve? What aspects of this work do you find the most fulfilling? *
Your answer
What has been your biggest “win” in customer success work? Describe a challenge a customer faced and what you were able to achieve.
This doesn’t have to be something you achieved alone. If with a team, note what your role was.
Your answer
When Hearken’s customers stop working with us (“churn”) it can be for a variety of reasons outside of our control (E.g., their newsroom goes bankrupt, the person leading their Hearken effort is laid off or leaves, the newsroom lacks the budget, etc.). How would you approach getting an understanding of what we should do in cases like this? Write out a brief thought process for getting the information you’d need to create a strategy. *
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Describe your experience managing people and teams, whether manager was officially in your title or not. *
What responsibility have you had managing individuals and teams toward their best performance? How many people have you been responsible for?
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How do you think others would describe your managing style? *
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What aspects of managing do you find most challenging? What skills / qualities are you looking to cultivate in yourself? *
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Rank your experience in the following domains. 0 = no experience, 3 = deep experience / expertise.
Use your best judgment to characterize your experience level.
Customer / user interviews
NPS (Net Promoter Score)
Negotiating contracts and pricing
Consulting with customers
Developing sales collateral
Responsibility for financial outcomes
Developing retention strategy
Data analysis
CRM experience
Customer feedback loops
Reviewing legal documents
Project Managing
Managing people
Resolving Conflict
Conducting reviews and 1 on 1s
Communicating with remote employees
Discipline / firing
Running meetings
Public speaking
Collaboration across teams and functions
Product development (not coding)
What excites you about getting out of bed each morning to help the journalism industry succeed? If you have experience working in or with the journalism industry, please add that here. *
Your answer
You’ll be working alongside leadership responsible for growth (sales) and innovation (technology). In other jobs, have you had experience working on sales or innovation, or alongside colleagues with those specialties? Please characterize any experience you have in those domains or collaborating with others in those domains. *
Your answer
Tell us about a challenge you encountered that required sustained effort and focus, overcoming obstacles, and staying the course over a long period of time. *
This is in a professional context. Feel free to add a personal example, too, if you'd like.
Your answer
Why is *now* the right time in your career to take on this role? *
Your answer
What experience would you like to highlight for us that could contribute to your strength as a coworker and leader?
These can be experiences obtained through your professional experience or personal life.
Your answer
If you were to take this Director of Success Role, what evidence would you be looking for 6 months into the job to know it's a great fit for you?
This could be 1) personal: such as you're excited to tell people at parties what you do for a living; 2) professional: you're able to retain customers and deepen our relationships through providing new services; or any other metrics that would tell you that you're in the right role.
Your answer
Many of our team members work remotely, including the majority of the Success team you would be managing. Do you have experience working remotely? Do you have experience managing distributed teams? Tell us what strategies you would use to successfully work remotely and to manage a distributed team.
Your answer
Things that we’re curious about but won’t influence the strength of your application
If you are selected for this position, how soon could you start? *
We anticipate we'll make an offer sometime in May or June 2019.
How did you hear about this opening? *
Check all that apply
Notes on your selection(s) in the question above:
Your answer
Do you identify as a member of a population that is underrepresented or marginalized in the news or startup industry?
This is just to assess whether we’re recruiting and hiring a wide spectrum of candidates. We do not use this to make a judgment on the strength of your application. If you'd like to share more about how you identify, you may use the space below (but it's not required).
Your answer
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Reminder: After you fill out this application, please send an email with your resume attached to careers@wearehearken.com with the subject line "Director of Success"
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