Job Description

• Evaluate and leverage the existing Success strategy, team infrastructures, and operational metrics, and implement necessary adjustments needed to increase renewal rates, drive product adoption with current clients, and increase customer satisfaction.
• Develop and implement strategies that drive value and product adoption for customers based on the unique requirements and expectations of their segment.
• Recognize patterns and insights on customer experience and process improvements, and proactively recommend and implement solutions with sustained impact.
• Collaborate effectively with cross functional teams to drive towards holistic and connected customer solutions.
• Design, experiment, and implement digital and “touched” hybrid customer experiences
• Implement measurement systems and goals that enable teams and leadership to understand impact, performance targets, and progress for customers.

Benefits:

• Comprehensive health and wellness benefits (including no premiums for employees on our plan, telehealth and tele-mental health, and access to the Calm app for mediation)
• Open paid time off
• Generous 401(k) matching with no vesting
• Generous stipend to outfit your remote office
• Career growth including access to personal and professional coaching through Udemy
• Access to life coaches via Modern Health
• Cool swag

Required Knowledge, Skills, and Abilities

• Experience leading a scaling, efficient Success team and working in high-growth, performance-focused environments
• A strong proven track record of people management (leaders and individual contributors), mentorship and career planning
• 7+ years of experience managing a Customer Success organization
• Experience in a fast growth SaaS company
• Versatility and ability to navigate between the details and the strategy with ease
• High energy style, flexible and adaptive, works well in a fast-paced environment
• Articulately communicates information and adapts effectively to the audience
• Experience working on complex, cross functional projects within tight timelines
• Ability to foster teamwork while working on projects
• Become a subject matter expert in the platform;
• Experience managing a globally dispersed workforce is preferred