Description

You will lead strategic projects to enhance Customer Success processes, improve operational efficiency, and own the infrastructure that improves customer interactions and outcomes. You will enable the Customer Success team to achieve ambitious goals while driving continuous improvement and transformative change.

Requirements

• 15+ years of relevant Customer Success operations experience in a fast-growing sales organization
• Experience scaling a hypergrowth business
• Detail-oriented operator passionate about the art and science of Customer Success
• Ability to act as trusted advisor to post-sales leadership

Responsibilities

• Lead definition and mapping of customer journey from outside-in perspective, aligning cross-functional processes to deliver maximum customer value
• Lead all aspects of post-sales operations design, collaborating with Sales, Marketing, Product, Sales Operations, Alliances, and Professional Services
• Lead operations for global renewals, including forecasting and board reporting
• Develop and deliver Customer Field effectiveness and efficiency improvements in Retention and Expansion capabilities
• Lead performance infrastructure team, driving improvements in automated analysis and dashboards