Head of Portfolio Customer Success
September 4
🏡 Remote – New York
Description
• As the Head of Portfolio Customer Success, help create a new approach to Customer Success at scale. • Build a world-class Portfolio Customer Success program using experimentation, data, and technology. • Develop repeatable playbooks to drive business value across a broad set of customers. • Ensure highly engaged customers throughout the customer lifecycle.
Requirements
• Demonstrated progressive experience with Scaled and Digital Customer Success Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service. • Rich knowledge and track record with campaigns, proactive and reactive customer outreach at scale, driven by data signals and customer lifecycle. • Demonstrated progressive customer success experience leading relevant teams (Customer Success Managers, Account Management) and/or Operations. • Experience with defining and leading scaled engagement strategies (i.e., scaled customer journey creation, content marketing, etc.). • Experience leading cross-functional initiatives in mid-sized or large organizations (i.e., 2000+ employees). • Management experience with a team of at least 15 team members. Management experience of people managers preferred. • Experience with digital engagement approaches and methods (i.e., Digital Customer Success / tech touch, Digital Marketing) and pooled customer success approaches (cases, queues, Gainsight CTAs). • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans. • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management.
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