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Head of Customer Success

The Head of Customer Success is in charge of driving success for our customers. This role includes responsibilities for Customer Success activities (onboarding, support, professional services and customer success management) that generates outcomes: renewals, upsells and referrals.

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 onboarding 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

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