Job Summary

Reporting to the Chief Revenue Officer, the SVP, Customer Success will develop and execute a strategy to continue the evolution of the Customer Success organization to own customer retention and develop a revenue generating success and support model. This leader will be instrumental in championing a customer-first mindset, ensuring that customer needs and expectations are consistently met across every interaction. They will own the post-sales customer journey, crafting strategies to address pain points, enhance the overall experience, and drive maximum value realization from our products. The leader will be responsible for driving customer retention and satisfaction programs, developing a revenue generating success and support model, and work with cross-functional teams to ensure a world-class technical support experience.

The role requires someone with exceptional strategic thinking, entrepreneurial spirit, and a results-driven approach. It is expected that this individual will have the ability to collaborate with key internal stakeholders, including Sales, Marketing, Product, Operations, IT to deliver a seamless and differentiated customer experience, and be responsible for building and managing a high-performing team.

Responsibilities

• Strategic Leadership:  Develop and implement a customer experience and success strategy that enhances customer satisfaction, loyalty and retention and is aligned with the enterprise goals. Transform Customer Success organization to own customer retention and develop a revenue generating success and support model

• Ownership of the post sales customer journey: Own and build strategy to address customer needs and expectations along the post sales journey (incl. how to resolve pain points, improve experience and maximize product value) and collaborate with sales and operations to ensure seamless delivery

• Activation & Technical Support Services: Deliver global enterprise-class activation and technical support services to ensure successful adoption, support, renewal and expansion across the customer journey

• Transformational Support Strategy: Implement a proactive support experience and define an online support experience for competitive differentiation

• Customer Retention Programs: Define and drive retention and satisfaction programs to enhance customer loyalty

• Executive and Client Relationship Management: Align with C-suite on goals and strategy; build strong relationships with enterprise client CXOs

• Customer Feedback and Voice of Customer: Develop strategies for conducting post-sales surveys, own Voice of the Customer, actioning feedback, and development of targeted improvement campaigns

• Operational Excellence: Work with GTM Ops to develop plans, policies, and procedures to achieve customer satisfaction, promote excellence, and identify transformative opportunities to increase revenues e.g., through paid success and support

• Digital strategy and tooling: Work with GTM Ops and IT teams to define and effectively implement a digital strategy and tooling that can be leveraged by the success and support teams to enhance the customer experience

• Quarterly Business Plans: Manage business plans with metrics to accurately predict performance and communicate ongoing operational metrics and strategic initiatives

• Key metrics: Own and drive improvement across metrics such as: Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer health scores, Customer lifetime value (LTV), Customer churn rate, Time to issue resolution

• Team Leadership and Coordination: Lead, develop, and manage a high-performing team across Customer Success, Support, Delivery, CX teams; ensure seamless coordination between all CX related teams

Knowledge and Experience

• Extensive experience in CRM, Customer Success acquisition and retention, customer success and support (preferably in a B2B SaaS/Technology company)

• Substantial experience as a CCO, Head of Customer Success or any other comparable leadership position

• Proven track record, building and implementing of an improved customer experience

• Demonstrated ability to transform an organization into a revenue generating, digitally enabled and customer-centric team

Skills and Attributes

• Excellent leadership skills in building, developing, and managing a strong team

• Strong understanding of customer experience, customer care, customer lifecycle management, CRM, best in class digital technologies available, and after-sales support

• Highly entrepreneurial with a results-driven approach

• Strong interpersonal and communication skills

• Ability to work collaboratively with other functions/teams and build consensus with team and top management

Additional Job Description

The targeted pay range for this position in the following location is / locations are:

• United States - Redwood City Office GHQ : 360,000 - 540,000 USD / Annual

• United States - Dallas Infomart Office DAI : 300,000 - 450,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.