Customer Implementation & Onboarding:
Oversee the successful onboarding of new customers, ensuring smooth implementation processes that deliver quick time-to-value.
Design and continuously optimize implementation methodologies and tools to ensure scalability and efficiency.
Partner with product and engineering teams to align implementation resources with evolving customer needs.
Account Management:
Lead a team of Account Managers responsible for customer relationships, renewals, and expansion opportunities.
Develop and execute strategic account plans to maximize long-term value and minimize churn.
Foster deep relationships with key stakeholders to position the company as a trusted advisor and partner.
Premium Services:
Develop and scale value-added premium service offerings that drive customer ROI and deepen engagement.
Ensure high-quality delivery of consulting, support, and enablement services to premium clients.
Monitor service effectiveness and continuously enhance offerings to align with customer expectations and market trends.
Leadership & Strategy:
Build, mentor, and manage a world-class customer success team.
Define and track KPIs and performance metrics across implementation, account management, and premium services.
Represent the voice of the customer in executive-level discussions and strategic planning.
Collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a cohesive customer experience.
Requirements
15+ years experience overseeing Account Management, Customer Success or Sales teams in a SaaS environment
Proven ability managing a portfolio of large, enterprise-level clients and selling software solutions to C-suite and high-level executives across a wide array of industries
Experience maintaining and growing broad and deep relationships within customer accounts, particularly with executive management in Marketing and IT
Must have a strong client focus and relationship-management skills
Know how to get things done through formal channels and informal networks
Experience working with Retail or Hospitality brands a plus
Ability to travel as needed, approximately 50%
Additional Instructions
Customer Implementation & Onboarding:
Oversee the successful onboarding of new customers, ensuring smooth implementation processes that deliver quick time-to-value.
Design and continuously optimize implementation methodologies and tools to ensure scalability and efficiency.
Partner with product and engineering teams to align implementation resources with evolving customer needs.
Account Management:
Lead a team of Account Managers responsible for customer relationships, renewals, and expansion opportunities.
Develop and execute strategic account plans to maximize long-term value and minimize churn.
Foster deep relationships with key stakeholders to position the company as a trusted advisor and partner.
Premium Services:
Develop and scale value-added premium service offerings that drive customer ROI and deepen engagement.
Ensure high-quality delivery of consulting, support, and enablement services to premium clients.
Monitor service effectiveness and continuously enhance offerings to align with customer expectations and market trends.
Leadership & Strategy:
Build, mentor, and manage a world-class customer success team.
Define and track KPIs and performance metrics across implementation, account management, and premium services.
Represent the voice of the customer in executive-level discussions and strategic planning.
Collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a cohesive customer experience.
Perks and Benefits
The organization offers all the benefits expected from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. Self-managed PTO and the flexibility to do your best work in the way that works for you are provided. An inclusive environment is provided where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence.
