Head of Customer Success

Role Overview

• Establish baseline metrics where none exist: CSAT, time-to-value, customer health, capacity forecasting.
• Architect the customer journey, from Pilot through Onboarding to Expansion, aligning workflows, tools, reporting, and feedback loops with the goal to accelerate time-to-value and eliminate friction.
• Continuously surface and relieve bottlenecks so the system improves quarter after quarter, delivering more customer value, faster, and at scale
• Create segmented customer journey maps with differentiated service models by customer type.
• Implement self-service systems, process, tools to drive scalability, experience, and retention.
• Own GRR target of 95%+ and NRR target of 125%+.
• Implement process, systems, and data to surface customer insights that drive durable top tier GRR (e.g. why customers stay or leave, customer health, usage, etc)
• Design process and accountabilities between CS and Sales that enable high pilot conversion rates, ROI demonstration, and team productivity.
• Build proactive CS motion to ensure customer retention and accelerate expansion revenue in coordination with Sales (differentiated between DSOs, groups, and private practices)
• Partner with Product to establish feedback loops informing strategic roadmap and improved adoption & usage of Pearly’s platform.
• Build CS team with clear role differentiation (Implementation, Support, CSMs)
• Create "productized" implementation with clear roles and SLAs between CS and Sales
• Drive cross-functional initiatives with Sales, Product, Engineering, and Operations

Requirements

• 7+ years in Customer Success within growth stage B2B SaaS and/or payments
• Built CS function from early/nascent state with direct P&L ownership or GRR/NRR accountability
• Hands-on experience implementing tools, process, and AI to drive scalable, measurable and productive operations
• Demonstrated experience in segmenting process, operations, and customer growth strategy between high-touch motions for larger customers and lower tech-touch motions for smaller customers.
• Described as a thought partner and growth enabler from prior sales and product teammates
• Data & technical fluency with respect to integrations and analytics
• Experience building teams from 5-10+ people
• Partner-led or product-led growth experience
• Based in Atlanta, GA or Santa Barbara, CA.

Benefits

• Competitive salary, equity, and healthcare benefits
• Meeting-light culture
• Work with an A+ smart and passionate team
• Flexible vacation/time-off policy
• Opportunity to make your mark at an accelerating company with great product-market fit