Customer Success Leader

Summary

Join Imply's rapidly growing team as the Global Leader for Customer Success Managers! In this role, you will define and execute the global customer success strategy, leading a team to drive customer success and business outcomes. You will own the end-to-end renewals process, including commercial negotiations, and focus on maximizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). You will build and mentor a high-performing global team, fostering collaboration and advocacy. This leadership position requires extensive experience in customer success, sales, or account management within the SaaS or technology industry. Imply offers a competitive compensation package and a commitment to diversity and inclusion.

Requirements

• 5+ years in customer success, sales, or account management leadership roles in the SaaS or technology industry, managing global teams across cultures and geographies
• Demonstrated success in leading renewals, conducting commercial and procurement negotiations, driving GRR and NRR, and building strategic customer relationships
• Inspirational leader with a collaborative, inclusive, and growth-oriented mindset. Ability to develop and execute strategies that align teams with organizational goals
• Deep understanding of customer success methodologies with a focus on delivering measurable value, driving adoption, and fostering advocacy
• Exceptional interpersonal skills to build trust and lead commercial discussions with diverse stakeholders, including C-level executives
• Strong organizational and analytical skills, with the ability to manage ambiguity, prioritize effectively, and scale operations
• Experience working across teams to align on strategies, resolve challenges, and identify opportunities for account growth

Responsibilities

• Own the end-to-end renewals process, including commercial discussions, procurement negotiations, and ensuring alignment with customers' success goals to drive GRR
• Identify expansion opportunities to enhance NRR through proactive account engagement
• Define and execute the global customer success strategy to foster long-term customer advocacy, satisfaction, and measurable outcomes
• Build, coach, and lead a high-performing, diverse, and inclusive global CSM team
• Develop team capabilities in delivering customer outcomes and managing renewals effectively
• Partner with customers to understand their business objectives and ensure they achieve measurable outcomes through adoption and engagement
• Influence the product roadmap based on customer feedback and needs
• Establish and manage key performance metrics, prioritizing GRR and NRR
• Implement scalable processes and continuous improvement initiatives to optimize customer lifecycle management
• Collaborate with Sales, Product, and Support teams to address customer needs, resolve challenges, and identify growth opportunities
• Ensure smooth handoffs and clear communication across teams
• Address escalated customer challenges with urgency, coordinating resources to ensure swift resolution and sustained satisfaction

Preferred Qualifications

• Familiarity with SaaS technologies, data-driven solutions, and cloud platforms (AWS, GCP, Azure)
• Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution
• Knowledge of sales methodologies such as MEDDIC or similar and customer success management tools
• Experience in data analytics, data modeling, or related technical domains

Benefits

• 100% Paid Medical, Dental and Vision Benefits
• 401(k) Program
• Fertility Coverage
• Pet Insurance
• Dependent Care FSA
• Mental Health Support
• Life and AD&D Insurance
• Unlimited Paid Time Off - USA Only
• Wellness Stipend
• Home Office Equipment Reimbursement
• Pre-Tax Commuter Benefits
• Individual compensation will be determined based on the candidate’s experience and qualifications aligned with Imply’s internal levelings guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply’s equity plan subject to the terms of the applicable plans and policies
• Compensation: $180,000 - $250,000