Pocus is hiring a
Customer Success, Remote - Worldwide

Summary

The job is for a Customer Success team member at Pocus, a fast-growing go-to-market tech company. The role involves being a strategic advisor to enterprise customers, developing and executing strategic action plans, managing onboarding, driving adoption, expansion, and retention, and building customer success.

Requirements

• 5+ years of SaaS customer facing experience with 2+ years of experience owning and managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people
• Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals
• Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations
• Experience managing complex programs and initiatives to a successful completion
• Exceptional written and verbal communication and attention to detail in all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from AE to CRO)

Responsibilities

• Be a strategic advisor to our enterprise customers and ensure their success with Pocus
• Develop and execute strategic action plans for each account to ensure their success throughout the customer journey
• Own the relationship with a cross-functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus
• Map customer’s business priorities to solutions in Pocus. Be prescriptive and proactive with customers on how we will drive their success
• Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans
• Lead the onboarding of new customers: Manage the process to implement and onboard seat-based deployments of new customers to Pocus
• Partner with our Customer Engineering team to help translate customers’ goals into workspaces that will delight end users
• Onboard end-users and deliver 1:1 and 1:many training sessions to ensure that customers are maximizing the value of the Pocus platform
• Drive adoption, expansion, and retention of your customer base
• Work closely with business stakeholders to align and track Pocus value against customers’ key business priorities
• Manage customer adoption, thinking strategically and creatively about ways to increase seat usage
• Completely own retention and renewal, while working closely with our sales team to identify and collaborate on possible areas of expansion
• Build customer success and be the voice of the customer
• Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes
• Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more
• Constantly capture and synthesize product feedback from our customers to provide input on our product roadmap

Benefits

• Best in class medical, dental, and vision plans through our PEO
• A monthly wellness stipend to help support you in your health goals
• 401K through Guideline to help you invest in your future
• Access to mentorship programs through First Round Capital for personal growth and development
• 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!
• Work from home stipend to help you succeed in a remote environment