Description

Lead a global customer success team including TAM and IA teams, owning renewals and upsells, developing best practices, building executive relationships, and driving automation initiatives to ensure customer success.

Requirements

• 5+ years direct Customer Success leadership at B2B SaaS company
• Experience owning book of business worth tens or hundreds of millions ARR
• Proven track record of successful upsells and cross-sells, at least doubling or tripling ARR
• Metric and data-informed, especially regarding churn and net dollar retention
• Collaborative, willing to be hands-on with enterprise clients
• Strong mentor and developer of team members
• Ability to recruit, ramp, lead, and develop people
• Strategic planning skills for function growth

Responsibilities

• Own and drive company GDR (renewals)
• Co-execute NDR (upsell and cross-sell) with Sales and Presales
• Develop best practices for customer success with mabl product
• Build direct relationships with strategic enterprise clients
• Collaborate cross-functionally with product, support, and sales
• Own escalation process and oversee Partner Delivered Professional Services
• Be responsible for TAM and IA teams effectiveness
• Own overall Customer Success P&L