Pearly

Head of Customer Success

Pearly

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • California • United States

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Salary

💰 $175,000 - $200,000 per year

Job Level

Lead

About the role

  • Establish baseline metrics where none exist: CSAT, time-to-value, customer health, capacity forecasting.
  • Architect the customer journey, from Pilot through Onboarding to Expansion, aligning workflows, tools, reporting, and feedback loops with the goal to accelerate time-to-value and eliminate friction.
  • Continuously surface and relieve bottlenecks so the system improves quarter after quarter, delivering more customer value, faster, and at scale
  • Create segmented customer journey maps with differentiated service models by customer type.
  • Implement self-service systems, process, tools to drive scalability, experience, and retention.
  • Own GRR target of 95%+ and NRR target of 125%+.
  • Implement process, systems, and data to surface customer insights that drive durable top tier GRR (e.g. why customers stay or leave, customer health, usage, etc)
  • Design process and accountabilities between CS and Sales that enable high pilot conversion rates, ROI demonstration, and team productivity.
  • Build proactive CS motion to ensure customer retention and accelerate expansion revenue in coordination with Sales (differentiated between DSOs, groups, and private practices)
  • Partner with Product to establish feedback loops informing strategic roadmap and improved adoption & usage of Pearly’s platform.
  • Be an engaged partner to the CEO and leadership team to shape Pearly's culture and model our values.
  • Build CS team with clear role differentiation (Implementation, Support, CSMs)
  • Create "productized" implementation with clear roles and SLAs between CS and Sales
  • Drive cross-functional initiatives with Sales, Product, Engineering, and Operations

Requirements

  • 7+ years in Customer Success within growth stage B2B SaaS and/or payments
  • Built CS function from early/nascent state with direct P&L ownership or GRR/NRR accountability
  • Hands-on experience implementing tools, process, and AI to drive scalable, measurable and productive operations
  • Demonstrated experience in segmenting process, operations, and customer growth strategy between high-touch motions for larger customers and lower tech-touch motions for smaller customers.
  • Described as a thought partner and growth enabler from prior sales and product teammates
  • Data & technical fluency with respect to integrations and analytics
  • Experience building teams from 5-10+ people
  • Partner-led or product-led growth experience
  • Based in Atlanta, GA or Santa Barbara, CA.
Benefits
  • Competitive salary, equity, and healthcare benefits
  • Meeting-light culture
  • Work with an A+ smart and passionate team
  • Flexible vacation/time-off policy
  • Opportunity to make your mark at an accelerating company with great product-market fit
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CSATtime-to-valuecustomer healthcapacity forecastingcustomer journey mappingself-service systemsdata analyticsP&L ownershipGRRNRR
Soft Skills
thought partnergrowth enablerteam productivitycross-functional collaborationleadershipcustomer retentionstrategic roadmap developmentrole differentiationengagementcommunication