Customer Success Manager
SnapMagic
SVP, Customer Success
Equinix
full-time
Posted on:
Location Type: Hybrid
Location: Redwood City • 🇺🇸 United States
Visit company websiteSalary
💰 $360,000 - $540,000 per year
Job Level
Lead
About the role
- Develop and implement a customer experience and success strategy that enhances customer satisfaction, loyalty and retention and is aligned with the enterprise goals.
- Transform Customer Success organization to own customer retention and develop a revenue generating success and support model.
- Own and build strategy to address customer needs and expectations along the post sales journey (incl. how to resolve pain points, improve experience and maximize product value) and collaborate with sales and operations to ensure seamless delivery.
- Deliver global enterprise-class activation and technical support services to ensure successful adoption, support, renewal and expansion across the customer journey.
- Implement a proactive support experience and define an online support experience for competitive differentiation.
- Define and drive retention and satisfaction programs to enhance customer loyalty.
- Align with C-suite on goals and strategy; build strong relationships with enterprise client CXOs.
- Develop strategies for conducting post-sales surveys, own Voice of the Customer, actioning feedback, and development of targeted improvement campaigns.
- Work with GTM Ops to develop plans, policies, and procedures to achieve customer satisfaction, promote excellence, and identify transformative opportunities to increase revenues e.g., through paid success and support.
- Work with GTM Ops and IT teams to define and effectively implement a digital strategy and tooling that can be leveraged by the success and support teams to enhance the customer experience.
- Manage business plans with metrics to accurately predict performance and communicate ongoing operational metrics and strategic initiatives.
- Own and drive improvement across metrics such as: Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer health scores, Customer lifetime value (LTV), Customer churn rate, Time to issue resolution.
- Lead, develop, and manage a high-performing team across Customer Success, Support, Delivery, CX teams; ensure seamless coordination between all CX related teams.
Requirements
- Extensive experience in CRM, Customer Success acquisition and retention, customer success and support (preferably in a B2B SaaS/Technology company)
- Substantial experience as a CCO, Head of Customer Success or any other comparable leadership position
- Proven track record, building and implementing of an improved customer experience
- Demonstrated ability to transform an organization into a revenue generating, digitally enabled and customer-centric team
Benefits
- Employee Assistance Program
- Health insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members.
- Retirement plan: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
- Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategycustomer retentionrevenue generationpost-sales journeytechnical support servicescustomer satisfaction programsVoice of the Customerperformance metricsNet Revenue Retention (NRR)Net Promoter Score (NPS)
Soft skills
relationship buildingleadershipteam managementcollaborationstrategic thinkingcommunicationproblem-solvingcustomer-centric mindsetorganizational skillstransformational leadership