Provide leadership, coaching, and development to a team of CSMs, ensuring they achieve their goals and grow professionally.
Act as an executive sponsor for key accounts in the team’s portfolio, helping to create deep, multi-threaded customer relationships and act as a point of escalation for enhanced customer support across the team’s portfolio as needed.
Utilize customer and internal data to inform and implement strategies that continuously improve the customer experience.
Work closely with colleagues in Customer Training, Implementation, Billing, and Support to ensure seamless service delivery and address customer needs effectively.
Oversee and drive the end-to-end renewal process across the Customer Success team to ensure contracts are renewed on time, with accurate forecasting and clear visibility throughout the renewal cycle.
Own and achieve net revenue retention targets by leading the team to deliver strong renewal performance and consistent upsell and expansion outcomes in the team’s portfolio.
Attend promotional events at industry-related conferences.
Requirements
Proven experience leading teams through change in a mission-driven environment, with the ability to support, coach, and motivate team members while ensuring continuity, maintaining team performance, and quality of service for human services organizations.
Experience leading renewal, add-on, and upsell strategies with a proven track record of reducing churn, managing customer risk, and consistently achieving retention and revenue goals.
Proficiency in using Salesforce or other CRM for accurate data tracking and decision-making.
Experience managing and prioritizing multiple competing initiatives while supporting both a team and customers across the organization’s multi-product portfolio.
Exceptional problem-solving, communication, and relationship management skills as well as strong cross-functional acumen, working across customer experience teams to follow process and deliver exceptional customer outcomes.
At least 5 years of experience in customer success or a related field, with at least 3 years in a leadership role.
Familiarity with Electronic Health Record software and the social services sector is a plus.
Additional Instructions
Provide leadership, coaching, and development to a team of CSMs, ensuring they achieve their goals and grow professionally.
Act as an executive sponsor for key accounts in the team’s portfolio, helping to create deep, multi-threaded customer relationships and act as a point of escalation for enhanced customer support across the team’s portfolio as needed.
Utilize customer and internal data to inform and implement strategies that continuously improve the customer experience.
Work closely with colleagues in Customer Training, Implementation, Billing, and Support to ensure seamless service delivery and address customer needs effectively.
Oversee and drive the end-to-end renewal process across the Customer Success team to ensure contracts are renewed on time, with accurate forecasting and clear visibility throughout the renewal cycle.
Own and achieve net revenue retention targets by leading the team to deliver strong renewal performance and consistent upsell and expansion outcomes in the team’s portfolio.
Attend promotional events at industry-related conferences.
Perks and Benefits
Unlimited PTO policy
Competitive medical, dental, and vision healthcare coverage
401k matching
Paid holidays
Volunteer time off
Paid parental leave
Remote work stipend
Compensation: $125,000 - $150,000
