Job Summary

Responsibilities:
Lead 5+ Customer Success Associates focused on driving onboarding, adoption, retention & growth through a combination of technology, one-to-many programs, and 1:1 engagement.
Manage 1-2 scaled programs that serve our scaled segments.
Partner with our leadership team, Operations and IT teams to deploy technology and automation to drive efficiencies.
Generate data driven hypotheses, experiment, amplify results to meet retention and expansion goals in your managed book of business.
Articulate insights and strategy to SMB leadership.
Build and foster a team environment that is customer-centric and encourages innovation.
Be a resource to the team on customer service industry trends so that you can participate in customer executive engagement with our high-growth or at risk customers.

Requirements:
Prior experience in scaled & low to medium touch customer success (ideally in small business & start-ups space).
Track record of success in Customer Success Management, preferably within B2B SaaS.
Cloud security knowledge or hands on experience
Experience managing a Scaled BoB.
Track record of achieving results by inspiring the team and creating high-levels of accountability.
A customer-focused mindset and passion for customers’ success with the ability to balance the needs of the customer with those of the business.
Experience operationalizing Customer Success through analytics-driven programs, systems and playbooks.
Enthusiastic about technology with demonstrated technical aptitude; experience at a SaaS company is ideal.
A focused approach to meeting and exceeding churn/contraction, renewals, and net expansion goals and how best to incentivize the team.
Strong project management skills and an ability to multitask without getting frazzled.
Love for collaboration and commitment to building a best-in-class global customer experience together.