Responsibilities
- Lead, develop, and oversee a team of Customer Success Managers and Support Specialists, establishing scalable processes that move beyond a founder-led model.
- Own key performance metrics such as Net Revenue Retention, Gross Revenue Retention, churn rates, and customer satisfaction indicators like NPS and CSAT.
- Design and implement an efficient onboarding framework for complex solutions to speed up customer adoption and ensure clear value delivery.
- Work closely with Sales to uncover expansion opportunities, positioning Customer Success as a contributor to revenue growth.
- Create and manage systems for customer health scoring, segmentation, and ensure high data integrity to enable informed business decisions.
- Act as the internal advocate for customers, providing feedback to Product and Engineering teams to influence roadmap priorities.
- Apply artificial intelligence and automation technologies to optimize support operations and support scaling without proportional headcount increases.
Responsibilities
- Build, mentor, and manage a strong team of Customer Success Managers and Support Specialists. You will design processes that transition the organization from a founder-driven approach to a scalable, repeatable model.
- Take full accountability for retention and growth KPIs, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, and customer satisfaction scores (NPS/CSAT).
- Architect a seamless implementation process for complex solutions that accelerates adoption and ensures value realization for client organizations.
- Partner with Sales to identify upsell and cross-sell opportunities, turning Customer Success into a revenue-driving function.
- Define customer health scoring, segmentation, and maintain data accuracy. Implement the right tools and processes to support data-driven decision-making.
- Serve as the voice of the customer internally, collaborating with Product and Engineering teams to guide the development roadmap based on client feedback.
- Utilize AI and automation to streamline support workflows, enabling growth without a linear increase in headcount.
