Head of Customer Success
| Company | Notion |
|---|---|
| Location | San Francisco, CA, USA, New York, NY, USA |
| Salary | $300000 – $355000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Expert or higher |
Requirements
- 10+ years experience leading go-to-market functions within a fast-growing SaaS environment with a focus on post-sales motions
- A track record in delivering customer and business outcomes in an innovative way
- Experience managing global teams and a diverse customer base (SMB through to Enterprise; across markets and cultures)
- Customer-centric mindset and a champion for customers
- Data-driven with the ability to set the right performance indicators for the organization
- Operational rigor and systems thinking across the customer lifecycle
- Strong leadership skills to inspire and retain top talent
- Experience in nurturing and expanding teams worldwide, mastering diverse market needs
- Ability to drive adoption and usage to ensure net dollar retention increases
Responsibilities
- Develop and implement strategies to align the Customer Success organization to company goals and objectives, especially pertaining to churn, retention, growth, and adoption
- Manage and develop a global customer success team, balancing consistent standards of excellence while recognizing and supporting regional nuance
- Build alliances across teams to improve processes and drive the company’s value proposition, enhancing customer conversations and ensuring cohesive engagement
- Meet regularly with enterprise customers and leaders to develop and execute tailored success strategies to drive adoption and engagement
- Monitor and analyze customer health metrics to identify risks and opportunities for proactive intervention
- Gather customer feedback to drive product improvements and advocate for customers within the company
- Utilize customer success management platforms and tools to streamline processes and improve efficiency
Preferred Qualifications
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No preferred qualifications provided.