Head Of Customer Success

Summary

Join zeroheight as a Customer Success Leader and significantly impact the success of prestigious clients like Adobe and Uber. Lead a high-performing, remote team of five CSMs, setting and driving quarterly strategies and goals. Manage variable compensation, hire and train new team members, and collaborate with other leaders across Sales, Product, Marketing, and Support. Continuously improve CS best practices, processes, and customer retention, while staying abreast of market trends. This role requires extensive experience in customer success leadership and a proven track record of success in a B2B SaaS environment.

Requirements

• Be a proven CS leader and manager with 7+ years of Customer Success experience including at least 3+ years as a high-performing CS leader / manager
• Have led CS in a mid-market / enterprise B2B SaaS company (10k-100k ARR accounts)
• Have a track record of leading teams that achieve best-in-class mid-market / enterprise B2B CS targets (above 90%+ gross revenue retention and above 100%+ net retention)
• Be experienced with CS best practices, tools (we use Planhat ) and methodologies such as customer health scoring, and have experience implementing a variety of best-in-class CS playbooks, tools and customer lifecycle processes
• Have a track record of successful collaboration with Sales and Product leaders, who can ideally provide references for you
• Be a great communicator and leader and have excellent relationship management skills
• Have dealt with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively
• Have hired and retained top-tier CSMs by fostering a high-performance culture, but also by developing a supportive and people-first culture in your CS teams

Responsibilities

• Lead, manage and develop a high-performing remote CS team of 5 split in between the UK / US / South America (4 CSMs and 1 CSM / CS Ops)
• Set, communicate and drive achievement of quarterly CS strategy and goals
• Set and manage the CSM variable compensation plan to align with CS goals
• When the time comes to grow the CS team, hire, onboard and train new CSMs
• Work with our ops and data teams on CS capacity management and CS forecasting
• Work very closely with other zeroheight leaders – in particular in Sales, Product, Marketing and Support – to ensure smooth collaboration, mutual support and alignment. You’ll attend quarterly leadership planning weeks in person once per quarter in London
• Continuously look for ways to improve our CS best practices, our CS processes as well as our customer retention and expansion numbers – endlessly seeking to better understand what drives churn / expansion for us and ensuring a strong feedback loop with Product/Sales
• Keep abreast of market and customer trends, seek out industry benchmarks, and communicate where zeroheight sits within those and what we should be aiming for

Preferred Qualifications

• Have CS leadership experience at a “growth stage” company (10M-100M ARR)
• Have experience in a company that combines freemium/product-led growth with a B2B mid-market/enterprise sales motion (10k-100k ARR accounts)
• Have experience leading a segmented CS team with a variety of engagement models
• Have experience successfully managing a remote as well as international team
• Have good product / technology knowledge and can get up to speed on our industry and our customers’ problems quickly and become a trusted advisor / domain expert yourself

Benefits

• Performance bonus and stock options
• Fully covered travel and accommodation expenses for leadership meetings and offsites