Customer Success & Implementation (VP/Director/CSMs)


Customer Service & Support

IT & Telecoms Confidential
4 weeks ago

Job Summary

We’re looking for a thought leader/builder to come in and create a world-class, data-driven playbook to customer success. A visionary, who is hungry and understands the urgency and importance of what we’re doing for society. Someone who is obsessed with driving best NDR rates, maximising user experience and can generate strong customer feedback loops to product.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description/Requirements

Does this sound like you?

  • Hungry and wants their shot to change the world - a force of nature when empowered with the tools, resources and development to do it.

  • A gifted relationship builder: able to quickly build rapport and an uncanny ability to read people's minds and understand their core desires and motivations. Able to scale this superpower to build & maintain relationships across whole organisations.

  • An outstanding conduit between users and our product/engineering team: ability to accurately and reliably translate user painpoints into actionable insights and suggestions that power feature development.

  • Exceptionally organised & user-oriented: never fails to engage users at the optimal moment, and constantly finds new ways to delight our users.

  • Extraordinary attention to detail: picks up on the smallest signals around user sentiment and goes to extreme lengths to ensure a delightful user experience.

  • Exceptional communicator, able to write and speak persuasively and distill complex information into clear and concise points, without jargon.

  • Pragmatic rather than dogmatic in decision making: able to weigh real world data appropriately, changing course when necessary towards optimal outcomes for patients and clinicians.

  • Keen to understand the big picture & entire context of the company and vertical; impatient to grow towards a senior executive role.

  • Seeks to maximise combined team productivity, communicating the right things at the right time through the right channels.

  • Intellectually curious and loves learning - able to tackle entirely novel challenges that lack prior precedent through first principles thinking, creatively using the right pragmatic approach, with an understanding of alternatives and trade offs.

We’d prefer if you had at least 5+ years of B2B/enterprise SaaS leadership experience, with a proven track record in building customer success strategy. As well as driving customer lifetime value by defining the customer journey and deploying scalable processes for large enterprise clients.

Some examples of what to expect:

First Month:

  • Join customer onboarding calls to develop a deep understanding of their fundamental motivations and needs/pain points, and translate this into the optimal roadmap of features.

  • Join the team at events & conferences, speaking to potential users, leading demos of Anima and converting leads.

  • Immediately build relationships and rapport with our users, supporting new users to get started with Anima, and enabling existing users to reach their full potential using the platform.

Next 6 months:

  • Develop and iterate our onboarding & success process, devising the playbooks and frameworks to maximise user delight and fanaticism.

  • Source and filter user feedback & work with the engineering team to identify features that result in a high retention delta. Make this a data-driven approach powered by analytics.

  • Build a world-class CS organisation - Hire/scale the team around you, while implementing the right processes at the right times to maximise discounted team productivity and minimise discounted dev time of the features that will lead to maximum conversion.

6+ months:

  • Work with our product and distribution teams to identify and implement opportunities to delight users at every single touchpoint they have with the team.

  • This is a leadership role: things get infinitely more exciting down the line!

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