Head of Customer Success

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

📋 Description

• Take ownership of the overall strategy, implementation, and outcomes of the Customer Success organization.

• Lead Customer Success teams across Enterprise, Mid-Market, and SMB sectors.

• Enhance the customer experience and implement a trusted-advisor approach focused on achieving results.

• Collaborate with the People team concerning job titles, levels, and career pathways.

• Create segmented lifecycle-management strategies for both high-touch and scalable segments.

• Work alongside Operations and Customer Education to promote digital adoption and enablement for scalable segments.

• Partner with Sales to identify upsell and cross-sell opportunities.

• Ensure Gainsight is appropriately configured and managed to meet Customer Success requirements.

• Collaborate with Marketing on creating materials, customer communications, and advocacy initiatives.

• Assist with transitions from legacy products to next-generation solutions.

• Develop and maintain a voice-of-the-customer program, incorporating NPS and customer satisfaction surveys.

• Establish regular cross-functional meetings for customer feedback and innovation.

• Create repeatable processes and templates for feature adoption, onboarding, QBRs, and expansions.

• Oversee customer health scores, adoption metrics, and success initiatives within Gainsight.

• Manage executive dashboards for renewal forecasts, churn risk, and win/loss analysis.

• Engage with customers to address any unresolved satisfaction issues.

• Achieve and surpass quarterly customer and revenue retention goals.

• Report directly to the VP of Customer Success.

⛳️ Requirements

• 15+ years of experience in Customer Success management leading both Enterprise and Scaled CS functions.

• 10+ years of experience as a people leader managing Customer Success or account management teams.

• Comprehensive knowledge and experience with the SaaS business model, industry metrics, and best practices in customer lifecycle management.

• Proficiency in using Gainsight.

• Experience in business planning during transformations, territory assignments, and reporting processes.

• Strong analytical abilities with a talent for storytelling through data.

• Capability to collaborate with senior stakeholders and present findings to executive audiences.

• High-speed internet with a minimum speed of 100 Mbps is required for remote work.

• A dedicated workspace with a reliable Wi-Fi connection is necessary.

• A device for multifactor authentication (MFA/2FA) is required.

• Must have legal authorization to work in the United States; any sponsorship requirements will be addressed in the application.

🏝️ Benefits

• Eligibility for an annual corporate bonus.

• Flexible paid time off policy.

• 14 paid company holidays, including 2 floating holidays.

• Medical, dental, life, vision, and disability insurance fully covered by Payscale.

• Unlimited infertility coverage through medical plans.

• Supplemental health benefits available for employees and their families.

• 401(k) retirement plan with an immediate fully vested company match.

• 16 weeks of paid parental leave for both birthing and non-birthing parents.

• Options for Health Savings Accounts with company contributions.

• Flexible Spending Account options available.

• Annual stipend for remote work wellness or home office equipment.

• Opportunities for continued learning and professional development.

• Exposure to executive leadership through AMAs.

• Employee Resource Groups available for support.

• Company-sponsored volunteer hours.

• Flexible remote-first work arrangements, including company-paid coworking spaces or a combination thereof.

• In-person company events typically held a few times per year.