Head Of Customer Success

Summary

Join Cerbo, a high-growth healthcare SaaS company, as their Head of Customer Success! Reporting to the President, you will own all Customer Success, Customer Support, and Implementation responsibilities. Partner with Sales, Marketing, and Product teams to ensure customer success alignment. Build and lead a passionate customer success team, driving adoption, usage, and retention. Define and lead strategic initiatives, own the customer lifecycle, and develop executive-level relationships. Build and scale a world-class customer support team, exceeding expectations. Create and execute training strategies to drive customer usage and adoption. This is a 100% remote position.

Requirements

• Must “obsess about the customer”; and have the “empathy gene”
• Minimum 5 years experience leading customer-facing organization(s)
• Successful track record of leading through persuasion, negotiation, and consensus building
• Deep understand of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Excellent communication and presentation skills
• Ability to recruit and attract strong talent to their team
• A Bachelor’s degree in a relevant field, with an advanced degree a plus
• Have experience working at a company where colleagues can be separate in both time zones and physical space
• Proven ability to coach, develop and maintain effective partnerships with senior business leaders, managers, and peers
• Ability to make data-driven decisions while driving forward on results at pace with a startup
• Deeply responsible and accountable, with a precise attention to detail while maintaining context of the big picture
• Ability to dive deep into the company’s processes and problems and manage them using data; establishing clear metrics and reports

Responsibilities

• Build a passionate, customer-focused team with an emphasis on proactively driving success, adoption, usage and retention
• Define and lead strategic initiatives for budding customer success organization
• Own the customer lifecycle post-sale
• Define engagement and operation metrics for both team and customer base and show continual improvement in CSAT
• Developer and foster executive-level relationships with key accounts
• Drive Customer Success across the entire organization
• Build and scale team to deliver a world-class customer experience
• Define operational metrics for team and track performance demonstrating continual improvement
• Cultivate a resolution-oriented culture that exceeds expectations
• Create, develop and Execute process/strategy to drive customer usage and adoption

Preferred Qualifications

Experience with technical B2B SaaS products

Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes
• Location : 100% Remote