Global Head of Customer Success
JOB PURPOSE
sales-i, a UK-headquartered growth stage B2B SaaS company, is looking for a forward thinking, intelligent, customer obsessed professional to lead its Customer Success teams from the Chicago, IL-based US operations. Provides strategic and tactical leadership to a team of Customer Success Managers in order to achieve customer retention, account growth and revenue predictability from sales-i’s expanding base of 600+ customers. Is focused on ensuring that sales-i’s customers achieve their desired business outcomes, leading to high retention levels and a zealous customer base that feeds the new revenue pipeline via word of mouth, references and referrals.
Day to day responsibilities are detailed in the Responsibilities and Duties section below.
KEY RESULT AREAS
Develop and execute customer revenue protection (aka entrenchment) programs and workflows to ensure sales-i's global customer retention meets or surpasses quarterly and annual revenue renewal goals.
Develop and execute customer revenue expansion programs and workflows in order to meet or surpass quarterly and annual account expansion goals.
On: both an annual and quarterly basis, produce customer revenue forecasts that enable predictable revenue by achieving quarterly forecasting accuracy goals.
In: partnership with the sales-i Sales and Marketing leaders, develop and execute quarterly “top of the funnel” programs that leverage successful sales-i customers and that achieve associated key performance indicators.
Develop and manage to an annual Customer Success plan, including achieving a forecasted team hiring/retention and associated budget.
RESPONSIBILITIES & ESSENTIAL DUTIES
Lead, manage, and develop the Customer Success teams to ensure long-term customer relationships.
Lead, manage and tirelessly reassess/optimize the workflows and processes around customer retention to ensure a predictably high percentage of renewals as sales-i continues to scale.
Identify, qualify and close cross-sell and upsell opportunities that ensure growth targets are met with the existing customer base.
Successfully partner with a Sales leader to drive new customer revenue via customer references, referrals, word of mouth, case studies, impactful ROI models, etc.
Define, measure, publish and actively manage against the KPI’s that will identify success.
Implement objective customer experience measurements to help the company understand how it’s doing and work across departments to improve these results.
Build and oversee a departmental budget and hiring plan, including networking to attract top talent to the company.
Grow and ‘stretch’ the Customer Success team members in order to enhance their skill sets, keep them motivated and identify high potentials.
Other duties may be assigned as required.
DIMENSIONS
Based in the US with travel and time spent away from the Chicago office (up to 25%) in addition to limited international travel to but not limited to the UK sales-i office.
KEY WORKING RELATIONSHIPS
Direct reports; all US based CSMs and the UK Head of CSM role all report directly to this role.
Close working relationships with peers and colleagues from other departments (specifically the C Suite, UK and US Customer Success, Sales and Marketing teams).
Working with Customers and external bodies.
PERSONAL ATTRIBUTES/COMPETENCIES
Qualifications & Managerial Experience
A relevant Bachelor’s degree (B.A.).
6+ years experience building and managing a B2B SaaS Customer Success organization, including experience remotely managing a European-based team.
Strong commercial acumen.
Proven ability to manage, mentor and motivate a team to achieve their goals and develop their skills.
Ability to create a performance and metrics focused culture.
Hands-on demonstrable experience of implementing technology products for use by external customers.
Excellent communication skills, both Strong oral and written.
Communication proficiency - ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, and customers. Ability to effectively present information to top management, and/or boards of director.
Experience with cloud-based/SaaS solution offerings and ability to articulate the benefits of SaaS.
Customer focused, possessing the ability to drive customer renewals and customer success.
Proven leadership skills; an enthusiastic and creative leader with the ability to inspire people.
Presentation skills.
Problem solving and analysis skills.
Results driven.
Ability to learn quickly and interpret specific software.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Technical Skills
Ability to demonstrate business acumen with a quality and results driven focus.
Computer literate in Microsoft Word, Excel, Outlook, PowerPoint, NetSuite, CRM, BI and other online systems across multiple platforms such as: iOS, Android, Desktop.
High attention to detail and accuracy in all aspects of the job role.
Excellent verbal and written communication skills.
Math skills; ability to calculate figures and amounts such as discounts, interest, commissions, percentages.
Competent in your ability to multi-task and adapt to varying customer requirements through a logical and structured approach.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Computer Skills; to perform this job successfully, an individual should ideally have knowledge of word processing software, spreadsheet software, internet software, CRM, and BI.
Reasoning skills; ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Behaviors
You love being part of a fast paced, entrepreneurial, action-oriented work environment.
Able to subtly influence, negotiate and enforce.
A self-starter with a confident customer focused approach and the ability to work. independently and within a team.
Time management – to achieve goals to the required standard within specified timescales.
Friendly/approachable with a collaborative working style.
Ability to work on your own initiative, flexibly and under pressure within a constantly evolving and changing environment.
Strong administration and organizational skills.
Excellent interpersonal skills with the ability to build rapport and relationships.