Head of Customer Success Full Time

Key Responsibilities

• Work closely with the GTM org to measure and drive high-quality customer experiences across pre- and post-sales that results in high net retention, NPS, and upsell
• Own the customer renewal process to drive best-in-class gross retention
• Build out the playbook for post-sale opportunity identification and upsells by strategically utilizing customer inventory data and key touchpoints such as QBRs
• Use product and user analytics to manage and improve the customer experience
• Engage with customers and provide customer feedback to inform our product roadmap; act as voice of customer regarding issues, opportunities, and enhancements
• Work closely with the CEO, CTO, Sales, Operations, and Product to meet all goals and objectives across the customer lifecycle
• Build and maintain strong culture, sentiment, and collaboration across the team

  Ideal Qualifications

• Proven track record of managing key pre-sales and / or post-sales processes at a fast-growing company, or relevant experience in operationally rigorous startup roles
• Deep understanding of key customer success and customer retention SaaS metrics
• Experience building and leading successful teams at a SaaS company
• Strong empathy for customers and passion for revenue processes
• Strong executive presence and ability to influence customer leadership
• Experience working with cross functional teams to achieve company objectives
• Experience working with Salesforce, Hubspot, and other customer analytics software
• Relentless focus on continuous, data-driven improvement