Responsibilities
  • Drive Customer Success Outcomes
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Learn from best practices in industry
  • Manage Customer Success Activities
    • Onboarding
    • Training
    • Professional Services
    • Customer Support
    • Customer Success Management
    • Renewals
    • Cross-sell / Up-sell
    • Advocacy
  • Measure Effectiveness of Customer Success
    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team, company and board
  • Lead World-class Customer Success Team
    • Recruit experienced leaders for each functional role
    • Attract high potential individual contributors into team
    • Create rapid on-boarding process for new team members
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems
    • Customer marketing software
    • Reference and advocacy solutions
    • Customer Success Management platform
  • Inspire Customer Success Across Company
    • Create company-wide culture of Customer Success
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with Finance around measurement and forecasting
    • Align with Executive Team around key metrics and objectives
    • Drive company-wide definition of ideal customer
    • Create company-wide customer feedback loop
Requirements
  • 5+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees