Head of Customer Success

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

📋 Description

• Lead Nuvolo’s Global Customer Success team to deliver exceptional client service, enhance retention, and uncover expansion opportunities.

• Build, scale, and mentor a high-performing Customer Success team across various tiers, including Customer Success Managers and Partner Success Managers.

• Take ownership of customer retention, Net Revenue Retention, and expansion objectives.

• Drive product adoption, customer satisfaction, customer health, advocacy, and referenceability.

• Develop and implement a scalable customer success strategy and an engaging customer engagement model.

• Ensure customers possess the products, services, and tools necessary to achieve their goals.

• Create and execute a customer health scoring framework to anticipate risks and opportunities.

• Lead post-sales escalations in collaboration with the Head of Customer Experience.

• Define career paths and nurture talent through training, coaching, and performance management.

• Cultivate a customer-first culture that aligns with business objectives.

• Optimize the customer journey from onboarding to renewal and expansion.

• Establish cross-functional relationships to foster a cohesive customer experience.

• Enhance QBR and EBR routines for high-value customers.

• Develop customer advocates and work with Marketing on case studies, referrals, and success stories.

• Collaborate with Sales on customer transitions and expansion strategies.

• Engage with Product & Innovation leaders to provide customer insights that shape the roadmap.

• Partner with Marketing on engagement, content strategy, and advocacy initiatives.

• Align with Support and Professional Services to enhance the post-sales experience.

• Coordinate Path to Green efforts and ongoing delivery, support, and operations.

• Advance Customer Success playbooks and account development strategies.

• Evolve metrics and KPIs, oversee customer success metrics narratives, and forecast retention and expansion.

• Utilize Gainsight, Salesforce, and other Customer Success technologies to automate and scale engagement.

• Refine CSM playbooks, workflows, and reporting.

⛳️ Requirements

• 10+ years of experience in a Customer Success Leadership role, addressing highly complex issues.

• Proven leadership history in building and developing high-performing teams.

• Exceptional written and verbal communication skills, particularly at the C-level.

• Ability to influence without authority and effectively manage stakeholders.

• Extensive experience leading and responding to complex critical incidents.

• Capability to manage multiple initiatives at once.

• Technical expertise in complex systems.

• Experience directing and maximizing collaboration with global teams.

• Strong problem-solving and analytical abilities.

• Proficient in leveraging data to inform decisions and drive continuous improvement.

• Excellent collaboration and cross-functional communication skills.

• Strong organizational capabilities.

• Commitment to assessing the impact of individual and team performance.

🏝️ Benefits

• Health insurance for employees and their families, available from day one.

• Comprehensive wellness programs with generous incentives.

• Coverage for fertility treatments.

• Assistance for adoption and surrogacy.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave.

• Options for volunteer leave.

• Parental leave options.

• 401(k) matching.

• Educational and training opportunities through company-sponsored programs.

• Tuition assistance.

• Support for student debt.

• Competitive compensation package.

• Comprehensive benefits and programs.