GENERAL PURPOSE: To oversee the customer lifecycle post-sale through renewal including Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). We prefer an individual that can be in the office but open to remote for the right individual
RESPONSIBILITIES/DUTIES: Please note that the duties may vary depending on department size, organizational structure and/or geographic location. Other duties will be assigned as required. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
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
- Come up with metrics/KPIs for each CSM
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to the executive team
- Hit revenue and expansion goals
- Provide a concrete plan to make CS a profit center
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
SUPERVISORY DUTIES In accordance with applicable policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring, orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
MINIMUM QUALIFICATIONS: The following are the minimum qualifications, which an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location.
Knowledge/Skills/Abilities:
- 10+ 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
- Proven success defining operational metrics for team, and establishing system for tracking metrics
- A proven ability to grow revenue in strategic relationships with clients
- Experience developing and implementing solutions to hit revenue targets
- Strong customer service skills with the ability to investigate and take action to meet future and current client goals
- Stellar problem-solving skills and enjoy providing a high level of service
- Willingness to take initiative individually and within a team
- Bachelor’s degree