Description

You will own the post-onboarding stage for mid-market and strategic accounts, leading three specialized teams to drive long-term retention, product adoption, and customer satisfaction. This role involves managing customer relationships, optimizing success outcomes, and collaborating cross-functionally to improve the overall customer experience.

Requirements

• 5+ years managing Customer Success teams in SaaS environment
• Strong experience in enterprise customer success and large org product implementation
• Proven success managing complex customer relationships and improving retention
• Strong leadership and mentoring skills
• Strategic mindset with ability to solve problems at scale

Responsibilities

• Own post-onboarding stage for mid-market and strategic accounts
• Lead and mentor three customer success teams
• Drive retention, gross retention, and account expansion
• Ensure product adoption from C-suite to frontline employees
• Track KPIs: retention rates, gross retention, adoption rates