Key skills
AnalyticsBISaaSJiraLeadershipCustomer Success
About this role
Role Overview
- Develop and implement end-to-end digital and one-to-many programs for customers
- Create and execute a cohesive strategy with tangible goals
- Provide thought leadership as we evolve our Customer Success vision
- Collaborate with Practice Better leaders across Support, Product and Marketing
- Champion a test-and-learn culture that continuously improves self-service
- Build and maintain meaningful connections with key customer stakeholders
- Coach and develop the team by providing regular feedback
Requirements
- 5+ years of relevant experience in customer success in a high growth SaaS environment with 3+ years leading a customer success team
- Proven ability to build digital and one-to-many success motions from scratch
- Strong understanding of SaaS metrics (GRR, NRR, activation, adoption, etc.) and how to influence them
- Modern tech stack with tools such as — BI analytics tools, Jira, Zendesk, Guru, Slack or equivalent
- Analytical, curious, and adaptable
- Comfortable operating in a fast-moving, growth-stage environment
Benefits
- Comprehensive health and dental benefits
- 401K matching
- Generous paid parental leave
- Annual learning stipends
- Unlimited vacation
- $750 annual Health & Wellness Allowance
- $1,000 annual Learning & Development Allowance
- $500 annual Home Office Allowance
- Company-wide holiday closure in December
- Regular virtual company-wide events, lunches, and team socials