Customer Success Leader

What You’ll Own:

• Driving and maximizing Net Revenue across a large book of business.
• Designing and implementing scaled engagement strategies that ensure customers consistently realize value.
• Defining the team's operational excellence and systemic improvement strategies.

Why This Role Exists:

• Evolving our Customer Success approach to better support a growing and diverse SMB customer base.
• Developing retention and expansion playbooks.
• Proactively guiding team strategy based on data, customer insights, and market trends.

The Impact You'll Make:

• Forecasting team bandwidth and headcount based on evolving customer segments and revenue targets.
• Analyzing churn data, market trends, and customer health scores to predict future trends.
• Onboarding and training new hires as well as maintaining a high level of performance for individuals across the team.

Who You Are:

• Sharing our mindset that problems are opportunities for teachable moments.
• Strong technical skills.
• Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders.