Head of Customer Success

Position Overview

Given our business model, where our customers pay us over time, Customer Success is 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., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities

Drive Customer Success Outcomes

• Increase onboarding, conversion, 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 SuccessDefine operational metrics for team

• Establish system for tracking metrics

• Create cadence for review within team

• Expose 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 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 TechnologySupport systems

• Customer marketing software (ex. Hubspot, Intercom, and more)

• Reference and advocacy solutions

• Customer Success Management platform

Inspire Customer Success Across CompanyCreate 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 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

• An enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills

• Relevant Bachelor’s degree