Head of Customer Success & Adoption (Remote-First)

Payscale; USA; Remote; USD 180.000 - 320.000; Vollzeit

Benefits dieser Stelle

Flexible PTO and holidays

16 weeks parental leave

Medical, dental, vision benefits

401(k) with company match

Annual remote work stipend

Volunteer hours

Zusammenfassung

Payscale is seeking a Head of Customer Success to lead our global CS organization in a remote-first model. You will own strategy, adoption, value realization, and renewals across Enterprise, Mid-Market, and SMB segments.

You will partner with People, Operations, and Sales to drive customer outcomes, adoption, and revenue targets while scaling processes and a voice of the customer program across the company.

Qualifikationen

• 15+ years in Customer Success management leading Enterprise and Scaled CS functions
• 10+ years as people leader running CS or account management teams
• Knowledge and experience of SaaS business model, industry metrics, and customer lifecycle management best practices
• Proficiency in Gainsight
• Experience with business planning during transformations, territory assignments and reporting
• Strong analytical skills and ability to tell stories with numbers
• Ability to work with senior stakeholders and to present to senior executive audiences

Aufgaben

• Own the overall strategy, execution, and results of our Customer Success organization.
• Lead a growing org across Enterprise, Mid-Market, and SMB segments.
• Partner with People team to develop job titles, levels, and career paths.
• Develop lifecycle management strategy for high touch and scale segments.
• Collaborate with Ops and Education to enable scale.
• Drive upsell and cross-sell with Sales to meet revenue targets.
• Ensure Gainsight is configured to meet CS needs.
• Coordinate with Marketing on communications and advocacy programs.
• Guide migrations of legacy products to next-gen solutions.
• Build voice of the customer program with NPS and surveys.
• Lead cadence with Product/Services for feedback and improvements.
• Develop templates for onboarding, QBRs, and expansions.
• Manage customer health score and adoption metrics.
• Own dashboards for renewal forecasts and churn risk.
• Engage with customers to resolve satisfaction issues.
• Meet/exceed quarterly retention targets.

Kenntnisse

Leadership & People Mgmt

CS strategy

SaaS business model

Stakeholder communication

Data storytelling

Executive presentation

Tools

Gainsight

Jobbeschreibung

Payscale is seeking a Head of Customer Success to lead our global CS organization in a remote-first model. You will own strategy, adoption, value realization, and renewals across Enterprise, Mid-Market, and SMB segments.

You will partner with People, Operations, and Sales to drive customer outcomes, adoption, and revenue targets while scaling processes and a voice of the customer program across the company.