About the Job
This is a global family of 20+ essential technology businesses. We are a diversified industrial growth company with a $6B+ revenue and are committed to creating a culture of continuous improvement for customers and employees. We are an entrepreneurial team working to deliver innovative next generation SaaS solutions to shape the future of healthcare. As a member of our SaaS Acceleration team, you’ll be immersed in a startup-like culture where we take a customer-centric and data-driven approach, tackling complex challenges with an innovative problem-solving attitude. If you are a collaborative and curious leader who enjoys creating and implementing customer strategy, join us!
What you will do
- Lead, mentor, and grow a team of Customer Success Managers and Solution Architects with a focus on delivering value to customers and continuous improvement.
- Oversee the complete customer lifecycle from onboarding through renewal, ensuring high customer satisfaction and retention.
- Develop and implement strategic customer success plans, proactively identifying opportunities for growth and improvement.
- Collaborate cross-functionally with sales, product, and engineering teams to advocate for customer needs and ensure a seamless customer experience.
- Drive product adoption and utilization, ensuring customers realize the full value of their investment.
- Define and monitor key performance indicators (KPIs) for customer success, leveraging data to drive decision-making and continuous improvement.
- Serve as a trusted advisor to key customers, building strong relationships and understanding their business objectives.
- Stay current with industry trends and best practices in customer success, continually evolving our strategies to maintain a competitive edge.
What you have
- Bachelor’s degree in Business, Marketing, Computer Science, or a related field (Master’s degree preferred).
- 8+ years of experience in customer success leadership roles, with a proven track record of managing and growing high-performing teams.
- Deep understanding of SaaS business models and customer success best practices.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent communication, interpersonal, and presentation skills.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Proven ability to collaborate effectively with cross-functional teams and build strong internal and external relationships.
- Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).
