We are in search of a strategic and results-oriented leader for the position of Head of Customer Success – Enterprise Accounts. This role will be pivotal in guiding a high-performing team of Customer Success Managers (CSMs) dedicated to fostering strong relationships with our largest non-profit partners. Your expertise will ensure these organizations optimize their investment in our innovative online fundraising platform.
Key Responsibilities:
- Provide dynamic leadership to the Enterprise Customer Success team, ensuring high engagement and satisfaction levels among our major non-profit clients.
- Design and enhance workflows, playbooks, and key performance indicators (KPIs) to facilitate effective account management and growth.
- Oversee the customer lifecycle for CSMs, from onboarding through to expansion of accounts.
- Implement growth strategies and work collaboratively with Sales, Marketing, Implementation, and Product teams.
- Champion feature adoption and proactively identify and manage potential customer risks to preserve retention rates.
- Mentor and develop team members to ensure high customer satisfaction and resolution of issues.
- Cultivate strong, trusted relationships with key stakeholders to identify upsell and cross-sell opportunities.
- Promote a positive remote work culture that is centered on exceeding customer expectations and achieving KPIs.
Required Skills:
- Over 8 years of experience in B2B or B2B2C SaaS Customer Success, with a specific emphasis on enterprise accounts.
- Experience within the non-profit sector is highly advantageous.
- Minimum of 4 years of experience in a leadership role for Customer Success teams in rapidly growing SaaS environments.
- Strong management and leadership capabilities, with a talent for building trust and developing teams.
- Proficient in using customer relationship management (CRM) systems, data integration tools, and digital marketing platforms such as Google Analytics.
- Demonstrated ability to communicate effectively and influence C-level stakeholders.
- Experience collaborating with international teams is a plus.
- Proven track record of driving team success through KPI utilization.
- Collaborative approach to work, partnering closely with senior leadership to drive strategic initiatives and outcomes.
Qualifications:
- 8+ years of relevant experience in Customer Success, with a focus on enterprise accounts.
- Strong background in leading teams within fast-paced SaaS organizations.
- Exceptional leadership and team-building skills.
- Effective communication skills, particularly with C-level stakeholders.
Joining our organization presents an exceptional opportunity to influence the non-profit sector while developing your leadership capabilities. You will be instrumental in enhancing the fundraising success of international organizations, paving the way for your professional advancement in the fast-evolving SaaS landscape.
Company Culture and Values:
Our company champions a positive and inclusive remote work environment that prioritizes collaboration, innovation, and shared success. We are committed to exceeding customer expectations and fostering a culture where every team member is empowered to contribute to our mission.
Compensation and Benefits:
- OTE (On-Target Earnings): $150,000 - $180,000
- 15 days of vacation, 7 company holidays, plus 3 additional floating holidays and 5 sick days
- 401(k) plan with company matching
- Flexible Spending Account (FSA)
- 100% company-paid short-term disability, long-term disability, basic life insurance, and AD&D
- Comprehensive health, dental, and vision insurance (100% coverage for employees, 80% for dependents, and 70% for family coverage)
- Paid parental leave
- Fully remote work environment.
Employment Type: Full-Time#J-18808-Ljbffr