Job Description:
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-selling 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 the journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in the journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in the industry
Manage Customer Success Activities
Measure the Effectiveness of Customer Success
Define operational metrics for team
Establish a system for tracking metrics
Create cadence for review within the team
Expose a 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 the team
Create rapid onboarding process for new team members
Foster collaboration within the team and across the customer lifecycle
Encourage continuous learning within the 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 a 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 the ideal customer
Create a company-wide customer feedback loop
Required Experience/Skills:
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
