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About the role
Key responsibilities & impact- Take ownership of establishing a structured strategic planning process for the CS team.
- Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified experience for all CSMs and customers.
- Serve as the primary voice of the customer and admin with the Product team.
- Build a deep understanding of how Espresa is configured and used.
- Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps.
- Work across departments to solve key business challenges.
- Develop expert-level knowledge of the Espresa platform.
- Support CSMs on complex technical questions and configuration challenges.
- Partner closely with the Head of Account Management to support a seamless commercial strategy.
- Attract, hire, and mentor top talent.
Requirements
What you’ll need- Proven ability to partner with peer leaders to drive organizational consistency and shared goals.
- Able to develop and maintain deep fluency in complex SaaS platform functionality.
- Comfortable operating in a technical environment and bridging customer needs with product capabilities.
- Capable of supporting CSMs on configuration, integrations, and admin-level challenges.
- Equally comfortable in the details as in the strategy.
- Able to review data, spot anomalies, catch process gaps, and build systems that don't let things fall through the cracks.
- Experienced in translating customer and admin feedback into structured, credible product input.
- Solid understanding of the renewal and expansion lifecycle.
- Strong ability to manage large, multidisciplinary teams and complex projects with high visibility and impact.
- Proven track record building, mentoring, and developing senior team members.
- Highly skilled in conflict resolution, breaking down barriers, and building cross-functional collaboration.
- Exceptional delegation and process-building skills.
- Significant gravitas as a leader with strong internal influence and a commitment to confidentiality and integrity.
Benefits
Comp & perks- health, retirement
- a Lifestyle Spending Account
- generous PTO
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS platform functionalityconfigurationintegrationsdata analysisprocess buildingstrategic planningproject managementcustomer feedback translationtechnical problem solvingproduct knowledge
Soft Skills
leadershipmentoringconflict resolutioncross-functional collaborationorganizational consistencycommunicationstrategic thinkingattention to detailinfluenceteam management