As a dynamic leader of our customer success team, you will be responsible for guiding and empowering our customer success managers to deliver exceptional experiences that drive customer growth and satisfaction.
about the role:
the ideal candidate will have a proven track record of mentoring csms, driving initiatives to improve renewals and reduce churn, standardizing processes and tools for scalable customer success operations, and monitoring key performance indicators (kpis) such as renewals, churn, net revenue retention (nrr), engagement, and satisfaction.
* mentor csms through regular check-ins, account health reviews, and strategic planning
* drive initiatives to improve renewals, reduce churn, and increase nrr
* standardize playbooks and tools for scalable customer success operations
* monitor kpis (renewals, churn, nrr, engagement, satisfaction) and implement strategies for improvement
* escalate critical issues and work with internal teams to resolve risks
we are looking for 5+ years of experience in customer success, account management, or related roles, 2+ years of leadership experience, strong knowledge of saas metrics, and excellent communication skills.
this is an exciting opportunity to join a talented team and make a meaningful impact on customer growth and satisfaction.