Head of Customer Success

attentive.ai; United States; Remote; USD 80,000 - 130,000; Full time

Job summary

Join a fast-growing SaaS startup that is revolutionizing the landscape and construction industries. As the Head of Customer Success, you will play a pivotal role in shaping customer experiences and driving retention through innovative strategies and exceptional service. This dynamic position requires a leader with extensive experience in customer success, ready to build and lead teams while collaborating cross-functionally. If you're passionate about customer advocacy and thrive in a fast-paced environment, this is the perfect opportunity to make a significant impact in a forward-thinking company.

Qualifications

• 7+ years of experience in customer success in a related field.
• Proven track record in building and leading customer success teams.

Responsibilities

• Lead and develop customer success strategies to enhance customer experience.
• Manage key accounts and ensure high customer satisfaction and retention.

Skills

Customer Success Management

Analytical Skills

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Job description

Attentive.ai is a fast-growing vertical SaaS start-up, funded by PeakXV (Surge), Infoedge and Vertex Ventures, that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platform. We're looking for a dynamic individual to join our team and help us drive retention, sales and grow our customer base.

Job Description:

We are seeking an experienced and dynamic individual to join our team as the Head of Customer Success. An ideal candidate will have 5+ years of experience in customer success in a related field (B2B SaaS, Software etc.). In this role, you will own customer experience for Attentive’s takeoff products. This role may include a travel component, for visiting customers onsite in the US and Canada.

Responsibilities of the Role:

• Leading Customer Success Org: Hire, train, and lead customer success and support teams. Ensure they have the skills, tools, and resources needed to provide exceptional service.
• Developing Customer Success Strategies: Create comprehensive strategies for customer success - this involves identifying customer objectives, setting success metrics, and outlining the customer journey to ensure a seamless experience from onboarding to renewal.
• Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure it's efficient, scalable, and tailored to different customer segments. Implement strategies to drive product adoption and usage, ensuring customers can leverage the full value of the solution.
• Product Documentation: Own and maintain product documentation for all products.
• Account Management and Renewals: Manage key customer accounts to build strong relationships. Work on strategies for renewals and to prevent churn by identifying at-risk customers early and addressing their concerns.
• Feedback Loop and Product Improvement: Establish a systematic process for gathering customer feedback and insights. Work closely with the product team to inform product development and improvements based on customer needs and feedback.
• Customer Advocacy and Engagement: Promote customer advocacy by identifying opportunities for case studies, testimonials, and referrals. Work with the marketing team to engage with the customer community through events, webinars, and forums.
• Metrics and Performance Analysis: Define and track key performance indicators (KPIs) for customer success, such as net revenue retention (NRR), customer satisfaction scores (CSAT), Net Promoter Score (NPS). Institutionalize a data-driven decision-making approach to inform strategy adjustments.
• Cross-Functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a unified approach to customer success. This includes aligning on customer messaging, product updates, and resolving customer issues promptly.

Requirements for the Role:

• 7+ years of experience in customer success in a related field (B2B SaaS, Software etc.)
• Past experience in building and leading customer success / support teams.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to meet deadlines and work under pressure in a fluid environment.
• Open to evening work hours (US business hours i.e. (6 PM - 3 AM)