Head - Customer Success - SaaS/Subscription Software Firm (5-8 yrs)

As the Head of Customer Success at Spintly, you will be building and leading a team, implementing and shaping best practices across the team. Set the overall vision and strategic plan for the organization, focusing on leading a positive customer experience, and driving growth through constant improvements.

i) Drive customer outcomes, product adoption and customer experience

- Planning and structuring a process to increase lifetime value through higher product adoption, customer satisfaction and overall health scores

- Reduce churn and drive new business growth through greater advocacy and reference ability

ii) Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement

iii) Build and lead a world-class team:

- Recruit and develop a high performing team

- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc.)

- Drive operational practices to track performance of teams and individuals

iv) Manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner

v) Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication

vi) Work closely with the sales management and regional managers to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

vii) Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Requirements:

- Demonstrated progressive experience leading a customer success team, or account management in a SaaS or subscription software company

- Possesses a strong management presence and leadership ability, with communication and interpersonal skills

- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

- Able to collaborate across the organization and with external stakeholders

- Willing and able to address escalated client issues with speed and urgency

- You are tech savvy and have a genuine interest in software and products

- Ability to travel if needed and comply with the company's need