About the Role
The organization seeks a strategic leader to oversee the entire customer success and onboarding lifecycle. This person will build and manage teams responsible for onboarding new clients, driving product adoption, and ensuring long-term retention through proactive engagement and support.
Responsibilities
- Define and execute the strategy for customer onboarding and success operations
- Lead, mentor, and expand a team of customer success and onboarding specialists
- Develop scalable processes to ensure consistent and efficient client onboarding
- Establish KPIs and monitor performance across customer success metrics
- Collaborate with sales to ensure smooth handoff from pre- to post-sale
- Identify customer health indicators and implement intervention strategies
- Drive customer retention and reduce churn through proactive engagement
- Work with product teams to relay customer feedback and influence roadmap
- Create customer journey maps to improve touchpoints and experience
- Oversee the development of onboarding curricula and training materials
- Implement customer success technology and tools to enhance efficiency
- Lead quarterly business reviews with key accounts
- Develop best practices for customer advocacy and reference programs
- Manage escalations and ensure timely resolution of client issues
- Foster a customer-centric culture across departments
- Analyze customer usage data to identify expansion opportunities
- Design and launch customer education and enablement programs
- Coordinate cross-functional initiatives involving support, product, and engineering
- Ensure SLAs and service standards are met or exceeded
- Report on customer success performance to executive leadership
- Optimize onboarding timelines to accelerate time-to-value
- Build frameworks for customer segmentation and tiered support models
- Lead customer advisory board planning and execution
- Maintain documentation for all customer success processes
- Ensure compliance with data privacy and security standards in customer interactions
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid
Team
Leadership role within a growing customer-facing department
What We Offer
- Opportunity to shape the direction of customer success at a pivotal stage
- Direct impact on customer outcomes and company growth
- Collaborative environment with access to executive leadership
- Resources to build and scale a world-class team
- Flexible work model with hybrid options
Application Process
- Applications reviewed on a rolling basis
- Initial screening conducted by the hiring partner
- Final interviews with executive team members
- No unsolicited agency referrals accepted
Available for qualified candidates
