Customer Success Manager

Job Summary

Building and leading the Customer Success function, the full-time Head of Customer Success will define best practices, drive customer retention, and enhance revenue growth while working remotely and collaborating closely with the CEO and cross-functional teams.

Key Responsibilities

• Measure and drive high-quality customer experiences to achieve high net retention and upsell opportunities
• Own the customer renewal process to ensure best-in-class gross retention
• Utilize customer data to identify post-sale opportunities and enhance the customer experience through analytics

Required Qualifications

• Proven track record in managing pre-sales and/or post-sales processes in a fast-growing company or startup
• Deep understanding of customer success and retention metrics in a SaaS environment
• Experience in building and leading successful teams at a SaaS company
• Strong executive presence with the ability to influence customer leadership
• Familiarity with Salesforce, Hubspot, and customer analytics software