Head of Customer Success

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the global Customer Success and Support division

• Report directly to the COO and act as a vital member of the leadership team

• Manage strategic customer relationships, retention metrics, customer advocacy, and the customer voice

• Lead and mentor a team of 10 professionals in Customer Success, Implementation, and Support

• Develop processes, playbooks, workflows, and resources to facilitate ongoing growth

• Cultivate executive-level relationships with the largest and most important customers

• Ensure 100% referenceability among top customers

• Oversee portfolio-wide Gross Revenue Retention and Net Revenue Retention

• Create customer success plans while identifying risks and opportunities

• Collaborate with the commercial team on renewals and expansion initiatives

• Collect, consolidate, and prioritize customer feedback

• Convert customer needs into actionable insights for Product and Engineering teams

• Collaborate with Product Management to influence roadmap strategies

• Set expectations, performance standards, and career development paths

• Design the team structure and hiring strategy to scale the function

• Facilitate complex global rollouts involving customer stakeholders and internal teams

• Enhance account planning, customer health, risk management, escalation, support, and executive engagement processes

• Provide reports to the executive team regarding customer health, retention, advocacy, support performance, risks, and growth opportunities

• Transform customer and operational data into insights and actionable recommendations

⛳️ Requirements

• Proven experience supporting large enterprise customers and Fortune 500 companies

• 10+ years in Customer Success within a tech product environment

• Exceptional organizational skills and ability to juggle multiple workstreams in a dynamic setting

• Strong verbal and written communication abilities with C-level executives

• Comfortable collaborating with Product Management and advocating for Customer Success perspectives on customer needs

• Knowledge of Transportation, Parking, or Workplace technology

• Ability to work remotely while accommodating time zones from Pacific Coast US to East Coast US

• Must reside in the United States or Canada

• Preference for candidates located in Eastern or Central time zones

🏝️ Benefits

• Equity participation

• Comprehensive benefits package

• Remote work option without the need for relocation

• Opportunities for career growth to establish and expand a global Customer Success function

• Significant leadership influence and direct access to the executive team

• Impact on the product of a global enterprise SaaS platform

• Work alongside exceptional customers and talented colleagues