Mar 30, 2023

CUSTOMER SUCCESS MANAGER, REMOTE | WORK FROM HOME

We are seeking a customer success manager who will serve as the company's learning engine, drive cross-functional focus on customer outcomes and experiences, and champion cross-functional initiatives to increase gross revenue retention and net revenue retention.

CUSTOMER SUCCESS MANAGER, REMOTE | WORK FROM HOME | visajobshq.com

What you’ll do:

  • Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business

  • Drive cross-functional focus on Customer Outcomes and Experiences

  • Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention

  • Build strong bonds with peers in Sales, Product, Marketing, Finance and other areas

  • Operationalize a seamless customer journey built on customer value across all functions to increase time to value / revenue

  • Define model for scaling functions cost-effectively

  • Monetize services where possible

  • Own Gross Revenue Retention target

  • Define early risk and health indicators

  • Create repeatable processes to drive consistently-strong Customer Experience

  • Demonstrates Operational Excellence with an affinity for a metrics / results driven approach

  • Recruit, motivate and retain a higher-performing Customer Success organization

  • Engage directly with high-value clients

Functions Owned:

  • Customer Success Management

  • Customer Support

  • Implementation Services

  • Training / Customer Education

  • Customer Operations

Metrics:

  • Gross Revenue Retention

  • Churn

  • Net Revenue Retention

  • Expansion Bookings

  • Adoption

  • Customer Health Score

  • Net Promoter Score

  • Verified Outcomes / Customer Outcomes

  • Implementation Services Margins

  • Customer Satisfaction

What would set you up for success:

  • 8-10 years of progressive, relevant experience in Customer Success within a top technology company

  • Understanding of and track record with a modern playbook for Customer Success

  • Functional leadership experience across multiple “post-sales” functions (e.g., Customer Success Management, Professional Services, Customer Support)

  • Experience building strong cross-functional relationships

  • Past success in launching programs to improve Customer Outcomes and Experiences

  • Demonstrated a history of performance orientation and exceeding goals

  • Leadership experience at a scale beyond current company needs

  • Alignment to company values

Benefits we offer:

  • Fully-remote team

  • Team events

  • Equity options

  • Flexible Time Off

  • 100% paid premiums for medical, dental & vision

  • 401(k)