Head of Customer Success (SaaS)
General overview of the project(s)
Salesmsg is a fast-growing business texting SaaS product company in search of a Head of Customer Success. Head of Customer Success develops and executes customer-centric service infrastructure, implements and maintains a consistent and coherent customer experience excellence throughout all customer-facing touchpoints, with the objective to create added value for our clients.
Our Head of Customer Success needs an action mindset, are excited by the idea of quickly scaling, and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.
As a Leader, as a Coach, and as a Team Player you'll focus on these core activities...
Develop and manage a Customer Success Plan with key accounts to capture and track customer success goals, customer success measurement criteria, obstacles and risks.
Help key accounts plan and understand the best ways to utilize our products based on the customer’s business needs or business plans.
Partner with the Marketing team on select market or account assessment activities for new business and upsell prospects, and explanation or demonstration of product features
Partner with the Product team to ensure successful transition and onboarding of new accounts
Prepare, schedule, and conduct periodic business reviews with clients; track history of interactions with clients
Partner with Marketing to finalize and execute tech-touch engagement tactics, e.g. , online marketing, email campaigns, etc.
Work closely with Product partners to drive product awareness and tailored high-touch and medium-touch marketing & engagement across key accounts
Facilitate issues resolution, working with internal Operations, Support, Product and Tech teams to resolve product, service or operational issues; act as customer facing liaison to provide client with progress updates
Educate clients on support channels, self-service tools, and other resources to drive self-sufficiency
A few more ideas on where you'l be able to make a big impact...
Document, route and track feature requests, and provide client with progress updates
Assist with account and end user training design, coordination and in some cases conduct account admin training, e.g., via demos, presentations, collateral, and webinars
Analyze key customer success metrics such as usage, sessions and overall engagement for key accounts to effectively manage retention and revenue optimization goals.
Effectively present usage results to clients and work with clients on solutions to drive increased usage
Monitor and report on user adoption and system usage, recommend strategies to increase usage/adoption
Gather feedback from customers and act as the voice of the customer and share feedback for product enhancements and process improvements that will drive increased engagement and retention.
Proactively manage the renewal cycle for all assigned accounts, ensuring timely and accurate notification of pending renewal event, use of required contracts
Effectively negotiate contract renewals, while maximizing opportunities to upsell or retain revenue, e.g., via multi-year agreements, or changes in price or product offerings
Identify opportunities to expand user base to drive additional revenue
1. You Thrive By Helping Others
You truly have to enjoy speaking with people and working with them intelligently. In fact, you get joy by helping them get the result they want. And if you can’t help them or our product doesn't serve them - you're completely honest and transparent with them, “this isn't a good fit for you and here’s why...”
2. You’re Inquisitive.
You like to figure out how and why things work. In other words, you’re a lover of product and have a burning need to understand the products nuances so you can speak intelligently about it rather than a word bumbler.
3. You Take Initiative.
You are the type that finds things that need improvement and you take action. Like I mentioned before, “you’ll be wearing lots of hats” so if you’re the type that's waiting for me or someone else to tell you what to do, please don’t apply.
4. You Are Goal & Results Oriented.
Like, you actually set goals and create a plan to achieve them. Not like a new years resolution that feels great for 27 hours then you quit. You set out to produce real results and outcomes that are tied to a big fat hairy audacious goal.
Aka: You get things done and you love the rush of accomplishment.
5. You Enjoy Working Remotely.
To succeed in this position, you’ve been working from home. With COVID and everything happening, you'll need a quiet environment to get focused work done.
6. You’re Hungry To Grow.
It’s true. We’re a fast growing company, but if you’re not interesting in growing, then we can’t serve you. In this growth oriented role, you’ll have the opportunity to grow into a larger role to potentially lead a team. We want to help grow as much as you want the company to grow