2 months ago
Job Summary
We’re an experienced team of thinkers, innovators, and entrepreneurs solving some big problems. And we’re looking for bold leaders to join us.
- Minimum Qualification:Degree
- Experience Level:Management level
- Experience Length:8 years
Job Description/Requirements
What you’ll do:
- Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business
- Drive cross-functional focus on Customer Outcomes and Experiences
- Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention
- Build strong bonds with peers in Sales, Product, Marketing, Finance and other areas
- Operationalize a seamless customer journey built on customer value across all functions to increase time to value / revenue
- Define model for scaling functions cost-effectively
- Monetize services where possible
- Own Gross Revenue Retention target
- Define early risk and health indicators
- Create repeatable processes to drive consistently-strong Customer Experience
- Demonstrates Operational Excellence with an affinity for a metrics / results driven approach
- Recruit, motivate and retain a higher-performing Customer Success organization
- Engage directly with high-value clients
What would set you up for success:
- 8-10 years of progressive, relevant experience in Customer Success within a top technology company
- Understanding of and track record with modern playbook for Customer Success
- Functional leadership experience across multiple “post-sales” functions (e.g., Customer Success Management, Professional Services, Customer Support)
- Experience building strong cross-functional relationships
- Past success launching programs to improve Customer Outcomes and Experiences
- Demonstrated history of performance-orientation and exceeding goals
- Leadership experience at scale beyond current company needs
- Alignment to company values
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