About the Role
Drive strategy and execution for scaled customer success initiatives to improve customer health, adoption, and expansion across a large customer base.
Responsibilities
- Lead the development and implementation of scalable customer success programs
- Manage a team responsible for proactive customer engagement at scale
- Define key performance metrics for customer health and success outcomes
- Collaborate with product and support teams to improve customer onboarding
- Identify expansion opportunities within the existing customer base
- Oversee customer lifecycle management processes
- Use data analytics to drive customer retention strategies
- Develop playbooks for automated customer touchpoints
- Partner with marketing to deliver targeted customer communications
- Monitor customer usage patterns to anticipate churn risks
- Lead cross-functional initiatives to improve product adoption
- Ensure consistent delivery of customer success services across regions
- Optimize resource allocation for maximum customer impact
- Implement feedback loops from customers to product teams
- Drive continuous improvement in customer satisfaction scores
- Manage budgets and operational planning for the customer success function
- Establish best practices for remote and digital customer engagement
- Scale operations to support growing customer demand
- Evaluate and integrate new customer success technologies
- Mentor team members in customer success methodologies
- Coordinate with sales teams on renewal forecasting
- Develop executive-level customer success reporting
- Lead quarterly business reviews with strategic accounts
- Ensure compliance with customer data privacy standards
- Foster a culture of accountability and customer-centricity
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexibility based on role and location
Team
Part of the Customer Success organization supporting a global customer base
Why This Role Matters
This position plays a critical role in ensuring customers achieve measurable value from the platform, directly influencing retention and long-term growth.
What You’ll Do
- Lead a team focused on delivering consistent, data-driven customer success at scale.
- Design and refine processes that enhance customer engagement without linear resource growth.
- Use insights from customer behavior to shape product and support strategies.
Leadership Expectations
- Provide clear direction and development opportunities for team members.
- Promote collaboration across departments to align on customer outcomes.
- Model adaptability and resilience in a rapidly evolving environment.
Impact Metrics
- Customer retention rate
- Net revenue retention
- Customer health score improvement
- Reduction in churn risk accounts
Technology Stack
- Salesforce
- Gainsight
- Tableau
- Zendesk
- Slack
Travel Expectations
Occasional travel to regional offices or customer sites may be required.
Growth Opportunities
Pathways for advancement into broader customer success or operations leadership roles.
Inclusion Statement
We are committed to building a diverse and inclusive workplace where all employees feel they belong.
Environmental Commitment
Our technology supports sustainability and efficiency in transportation and operations industries.
Application Process
- Submit resume and cover letter through the online portal.
- Qualified candidates will be contacted for a screening call.
- Finalists may be asked to complete a leadership case study.
Available for qualified candidates requiring sponsorship
