• 5-10 years of experience in the Customer Success space
• Has managed the process of post-sale onboarding complex, preferably global, technical customers in ether a consulting or SaaS or tech company environment
• Can speak to the customer to understand needs – patient, strong presentation skills, ability to communicate technical terms in a manner relevant to the customer
• Adept at understanding internal resources’ (Eng, QA, Sales, Ops) capabilities and proposing solutions within those parameters
• Can set a project or program vision and execute in collaboration with cross functional internal teams
• Entrepreneurially minded, generates new ideas and process improvements based on internal and external customer feedback
• Willing and eager to drive change and improvement when possible – product, process, technology – ideas are supported with data and internally calibrated
• Leverages and optimizes platforms, software, other internal tools (EX: able to bring lift to HubSpot usage or implementation)
• Adept at communicating project/process improvement status, setting goals, takes an inclusive approach
• Identifies areas of improvement and takes personal ownership over needed change – makes it happen

Responsibilities:

• Partners with sales, but takes accountability of the customer’s onboarding, adoption, service, and training success, particularly in the first 90 days and achieving high customer satisfaction scores like NPS
• Willing to roll up sleeves, do what it takes to satisfy the customer and support the sales team – open to an individual contributor role and capable of building out/managing the future support team
• Introduces and builds best practices based on past experience – office hours, training library, other
• Will develop the KPIs for this role in partnership with GM and report out regularly
  • New customer satisfaction surveys
  • Weekly reports to sales POC
  • Customer retention / health score

• HubSpot, Zendesk