Manage and oversee the operations for a team of Customer Success Team Leads and Specialists.
Provide coaching and expertise to help teams achieve their performance targets.
Optimize the customer journey by shifting from a reactive support operation to a proactive success-drive approach.
Form relationships with CRM, Product Marketing, Help Center and Customer Operations Analytics teams to size new opportunities and identify prospects for success initiatives.
Implement strategies to increase revenue by increasing sales of product add-ons and product engagement to existing customers.
Partner with Customer Operations Analytics to build KPIs to attribute conversions and adoptions to specialists’ performance.
Prepare reports for Senior Leadership and Finance to demonstrate measurable results with incremental ROI product adoption rates, and customer satisfaction scores.
Create a compensation plan to incentivize specialists to upsell, cross-sell, and mitigate churn.
Explore sales engines and tools that map trends, report statistics, and make predictions for specialists.
Who We’re Looking For
5+ years of Customer Success experience in early stage growth companies
2+ years of experience managing a Customer Success team with performance and revenue goal achievement
Understand how technology solutions can improve the effectiveness of the Customer Success team
