We're growing rapidly, and seeking a passionate professional to join our Solutions Team in New York as Customer Success Leader.

The role

Our Solutions team is a world-class collection of individuals that are focused on driving value for our clients. We are essentially a top-tier technology and strategy consulting practice. Given our subscription-based business and land/expand model, Customer Success is absolutely vital to our long-term growth and profitability. We will not be successful unless our customers are receiving massive value from our service through the adoption of the platform and expansion to new products.

We are looking for a leader to own driving success for our customers. This role includes responsibilities for managing and scaling a Customer Success team including activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). As a growing organization it will be critical to help build out and hone our Customer Success processes to continue to drive the incredible we see from and for our customers.

What you'll do

• Lead a World-class Customer Success Team by hiring, onboarding, encouraging learning within the team, onboarding talent and fostering collaboration within the team and with our customers
• Drive Customer Success Outcomes through expansions, renewals, reduced churn, and increase the lifetime value of our customers
• Define and Optimize Customer Lifecycle Strategy including mapping the customer journey, driving adoption, and standardizing success processes
• Manage Customer Success Activities such as onboarding, training, and success management
• Measure Effectiveness of Customer Success through operational metrics, performance tracking and cadences with the team
• Represent Customer Success Across Company including aligning with Marketing, Product, and Sales

Requirements

• 5+ years of leadership experience managing client-facing teams to drive change within your client’s organizations
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of implementation, customer success, and some sales experience
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to hire, inspire and onboard others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; MBA a plus

Bonus: Experience working in, selling to or enabling change within Contact Centers