Head of Customer Success

Responsibilities:

• Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments.
• This individual will partner with the Product team to build technology solutions for the Customer Success organization
• Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.

Requirements:

• A true love for customers
• Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
• Experience building and managing Customer Success teams in a fast-paced, dynamic environment
• Ability to move quickly and iterate
• Technical and staff augmentation experience and an ability to speak to technical customers in their language
• A strong strategic vision for the customer experience and customer support
• The ability to design services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• A strong customer advocate with the ability and willingness to engage directly with customers
• Ability to communicate well with individuals, teams, partners and at industry level events
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• Strategic thinker capable of translating a vision into tactical execution.

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