About the Role
The ideal candidate will lead a distributed team focused on driving customer satisfaction, reducing churn, and expanding account relationships. This role requires a balance of operational rigor, people leadership, and customer-centric innovation.
Responsibilities
- Lead the development and execution of customer success strategies
- Manage a team of customer success managers across regions
- Establish KPIs and performance metrics for customer health
- Drive adoption and onboarding efficiency for new clients
- Identify expansion opportunities within existing accounts
- Collaborate with product teams to relay customer feedback
- Oversee renewal forecasting and retention planning
- Implement scalable processes for high-growth environments
- Conduct regular executive business reviews with key clients
- Optimize customer lifecycle management from onboarding to advocacy
- Lead cross-functional initiatives to improve client outcomes
- Develop training programs for customer-facing teams
- Monitor customer satisfaction and Net Promoter Score trends
- Respond to critical account escalations
- Ensure alignment between sales, support, and success functions
- Guide the use of CRM and customer success platforms
- Create reporting dashboards for leadership review
- Promote best practices in customer retention and engagement
- Evaluate customer success technology investments
- Support merger and acquisition integration efforts related to client base
Nice to Have
- Master’s degree in business administration or related discipline
- Experience in time-tracking or workforce management software
- Prior work with venture-backed technology companies
- History of building customer advisory boards
- Certification in customer success management
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote position with flexible hours
Team
Part of the global customer experience division
Growth Opportunity
This role offers direct influence on company strategy and access to executive leadership. The candidate will shape the future of customer success as the organization scales globally.
Technology Stack
The team uses Salesforce, Gainsight, HubSpot, Slack, and internal analytics tools to manage customer interactions and track success metrics.
Available for qualified candidates
