Responsibilities:

  • Manage Customer Success Activities
  • New Customer Onboarding, Training and Professional Services
  • Ongoing Customer Support and Customer Success Management
  • Evangelize New System Capabilities towards Rapid adoption by Customers
  • Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • 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 lifetime journey, develop checkpoints and metrics (e.g., usage, satisfaction, etc.)
  • Standardize intervention processes for each checkpoint in journey
  • Define segmentation of customer base and varying strategies for customer success
  • Identify opportunities for continuous improvement and learn from best practices in SaaS B2B industry
  • Customer Success Advocacy to Internal Groups
  • Interface with Product Management to lower barriers to Customer Success
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Coordinate with Marketing around marketing activities to existing clients

Required Skills/Experience:

  • 2+ years experience in leading customer-facing activities – ideally in B2B SaaS solutions
  • Strong empathy for customers AND passion for revenue and growth
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Analytical and process-oriented mindset with attention to detail, demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for accounting, business, computer science or related degrees

Cultural Requirements:

  • Entrepreneurial – thrives in a fast-paced and dynamic environment; eager to assume leadership and responsibility; derives genuine excitement from the opportunity to carve out a significant role in nurturing and building something from the ground up over time
  • High level of energy, efficiency and flexibility – can-do attitude that inspires others and encourages great performance in a fast-moving environment
  • Team-oriented – capable of embracing the ideas of others in the interest of the larger goals
  • You bring passion to whatever you do – we love seeing hunger and ambition
  • Works with minimum supervision and capable of strategically prioritizing tasks in a proactive manner under tight deadlines