• Set and execute the long term vision, retention goals, and quarterly OKRs for the Success Team
• Lead, train, coach and grow a team of Customer Success Managers
• Develop and drive playbooks, trainings, processes, churn mitigation tactics to improve expansion, contraction and churn
• Create and execute scalable strategies to improve customer engagement, NPS, and retention
• Implement best practices, tools, process improvements and playbooks to ensure the team is having consistently valuable conversations with customers
• Continuously raise the bar on what’s expected of Customer Success team members to create a high-performing team
• Create a happy and healthy culture for our Customer Success team
  

1. Honesty and transparency
2. Do your best work
3. Always learning and improving
4. Empathy

• Cultural add with our values
• 4+ years experience in building and scaling high performing CSM teams in B2B enterprise SaaS
• Managed a team of 5+ or more CSMs
• Demonstrated ability leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers
• Proven track record of owning and hitting team metrics
• Passionate about developing people and coaching your team
• High energy leader with excellent cross-functional collaboration skills to drive customer initiatives
• Desire for continuous learning and improvement with enthusiasm that inspires others
• Player-coach mentality and willingness to work with customers
• Excellent written and verbal communication skills, including content creation, public speaking and presentation skills
• Ability to inspire people
• Comfortable working in a fast-paced, frequently changing and evolving environment
• Scrappy and positive team player
• Last and certainly not least, lover of customer experience!

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• Previous experience in Customer Service industry

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• Competitive salary
• Stock options
• Health, Dental and Vision insurance
• 401(k)