Regional Sales Director
Rhythm
Head of Customer Success
Siteline
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $140,000 - $172,000 per year
Job Level
Lead
About the role
- Set strategy and build processes and tools for scale as Head of Customer Success
- Manage the Customer Success team as they engage with customers, build relationships, drive adoption, and manage renewals
- Coach and develop a high-performing team of Account Managers, Onboarding Managers, and Support/Integration Specialists
- Own the entire post-sale customer lifecycle including onboarding, adoption, support and technical ticketing, and retention
- Develop strategy, process improvements, and tooling for continued growth and efficiency
- Develop and measure key team success metrics including adoption and engagement goals and report regularly to leadership
- Collaborate with cross-functional teams including Product, Sales, Marketing, and Engineering to ensure the voice of the customer is represented in strategic decisions
Requirements
- 6+ years in customer success with 4+ years managing customer-facing teams in a SaaS environment and mid-market sales cycle
- Experience with 0 to 1 building and scaling customer success operations with a focus on customer accountability and delivering value
- Strong operations leader who is process and product savvy
- Strong people and performance management skills
- Analytical and process-oriented mind with the ability to think strategically along with willingness to execute and build from the ground up with a “no task too small” mindset
- Excellent written and verbal communication skills. Demonstrated ability to present to diverse audiences and effectively communicate with internal stakeholders and customers
- Customer-facing experience with a product that serves industries that are slow to adopt new technology is strongly preferred
- Bonus Points: Familiar with Intercom, Salesforce, and Notion
