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November 6, 2022

Head of Customer Success

Head of Customer Success

Careers

Own your future

Our culture isn’t something employees join, it’s something they build and shape. We believe that every person deserves to be heard and empowered. If you’re on the fence about whether you’re a fit, we say go for it. Let’s build something great together.

Role Overview

Head of Customer Success at Transcenda leads a team of customer success managers and onboarders, implementing and shaping best practices across the team. Responsible for providing exceptional experiences to our customers to ensure they can optimize their time and effort.

Must haves

  • Demonstrated progressive management experience leading teams in a software company
  • Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Willing and able to address escalated client issues with speed and urgency

Key responsibilities

  • Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team
  • Work closely with the sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes:
  • Reduce churn and drive new business growth through greater advocacy and referenceability
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • This role is focused on pre-sales and customer success management and is not a technical support-related role.

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