[Hiring] Head/VP of Customer Success @Tekmetric

What You’ll Do

In this role, you lead our post-sale teams including Onboarding, Customer Care and Customer Success teams with the goal of driving successful outcomes and long term customer satisfaction.  You know what it takes to provide world-class customer service  in a fast-paced environment across onboarding, support, adoption, advocacy, and retention, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including NPS, renewal rates, and response times).

You will be responsible for:

• End to end post-sale customer journey and driving world-class outcomes leading to best-in-class customer satisfaction, growth, and retention. 
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
• Creates well defined & repeatable implementation offerings and strategies for successful onboarding of different size/segment customers. 
• Build tailored customer engagement tactics, customer success plans, content and cadence to meet/exceed retention goals.
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
• Manage critical customer escalations to successfully outcomes that enable credible referenceability and build trusted customer relationships. 
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer. 
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings. 
• Work with Marketing to establish and refine customer messaging and communication.
• Work closely with Sales to drive upsell and cross sell efforts.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Understand customer needs, identify root causes and drive solutions to increase customer time-to-value.

What You’ll Bring

You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant. 

• 10+ years of experience in a leadership role overseeing customer success preferably in a SaaS environment. 
• Expertise in customer service operations, processes, and infrastructure in support. 
• Prior success implementing the process infrastructure that supports repeatable and scalable growth
• Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. 
• Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction. 
• Experience successfully recruiting, building and training world class teams. 
• Excellent collaboration skills and team focus.
• Clear understanding of core drivers of Customer Success.