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We re seeking an effective, experienced customer success leader to join our quickly growing team! Reporting to the COO and collaborating closely with the sales, marketing, and product team, you ll drive customer relationships and increase revenue.
- Leading, expanding, and training the customer success team by setting in place and improving current strategy while prioritize KPIs
- Driving customer LTV according to business goals and enabling customers to adopt new products, features, and enhance their overall experience
- Represent the voice of the customer for key stakeholders in order to determine future products and improvements; understand the competitive landscape and audience needs
- Scaling the customer success team in order to meet the needs of b2c, SMBs, and enterprise customers accordingly including support ticketing, technical needs
- Work alongside finance to ensure contracts renew or chun process
- Strategize around upsell and expansion opportunities from current customers
- Collaborate closely with product, sales, marketing teams to ensure product information is being communicated with customers
- Build and maintain strong relationships with various POCs for customers in order to drive future opportunities
- Oversee third party platforms in order to track, maintain, and understand current customer standing
- Routine record keeping in CRM including deal tracking
- Manage tier 1 customer relationships throughout the company lifecycle including onboarding, QBRs, upselling, and troubleshooting
- Enable team members to renew and expand accounts and problem solve tricky customer issues
- Measuring and reporting on the overall performance of team and customer growth and changes
- In person meetings and travel to meet key partners and customers off site and and at industry conferences
Requirements
- 7-10 years experience working in customer success/sales, preferably at a SaaS company
- MUST have prior experience of building, managing and growing a Customer Success team
- Strong communication, presentation, problem solving, collaboration skills
- Deep understanding of software with knowledge of subscription renewal processes
- Ability to move relationships forward including C-level conversations
- Solution oriented and able to work in a growing team environment