Customer Success Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Create client contracts following demonstrations and expressed interest, transforming prospects into committed customers.

• Manage the complete customer onboarding process from initiation to confident, autonomous daily usage.

• Act as the main point of contact between clients and the platform team.

• Oversee customer requests, prioritize issues, and direct tasks to the appropriate team members.

• Implement the platform in clients' real-world settings.

• Assess, construct, and resolve integrations with clients' current systems and data.

• Foster increased platform usage, pinpoint expansion opportunities, and take action on them.

• Be accountable for net revenue retention and growth targets.

• Earn and maintain customer trust by ensuring that deliverables are accurate and justifiable.

• Develop scalable customer success systems, including self-service resources, documentation, onboarding guides, training materials, and tools.

• Conduct customer enablement and educational initiatives.

• Convert deployment insights into prioritized product feedback for the engineering team.

• Build and lead the customer success team as the client base expands.

• Report directly to the Chief Technology Officer.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Practical technical skills; capable of building and troubleshooting integrations.

• Ability to outline and wire an integration, navigate an API, interpret documentation, and resolve connection issues.

• Experience implementing software within another organization’s environment, dealing with chaotic data and vague processes.

• Background in working with risk-averse, accountable clients in sectors like government, education, healthcare, finance, or other high-trust, regulated environments.

• Experience managing a number, a portfolio of clients, or a unit's outcomes, with responsibility for usage and revenue growth.

• Proven track record in creating documentation, self-service resources, repeatable playbooks, and operational tools.

• Product awareness and the ability to provide precise deployment feedback to engineering teams.

• Capability to educate non-technical users and foster customer enablement.

• Previous experience in teaching, training, or enablement is highly desirable.

• Alignment with the company's mission.

• Prior experience in software, technical customer success, or solutions/deployment engineering is preferred.

• Experience in the public sector is a valuable bonus.

• Must be legally authorized to work in the United States.

• Must not require current or future sponsorship for employment visa status.

• Equivalent combinations of knowledge, skills, education, and experience will be taken into account.

🏝️ Benefits

• 100% company-paid medical (with 50% paid for dependent medical) and dental benefits.

• Health Savings Account.

• Flexible Spending Accounts for medical and dependent care.

• Vision insurance.

• Company-paid life and disability insurance.

• Employee Assistance Program.

• Discretionary paid time off program.

• Education reimbursement program.

• 401(k) with company contributions.

• Long-term care benefits.

• Pet insurance.

• Variable compensation directly linked to net revenue retention and usage expansion.

• Bonus eligibility.

• Remote-friendly position.

• Access to over a dozen U.S. office locations if nearby.