Job Description
Job Description
Build & Scale Customer Success:
• Design and implement a scalable CS model focused on retention and renewals
• Define ownership across the customer lifecycle, especially post-onboarding
• Establish processes, workflows, and playbooks to support growth
Drive Retention & Outcomes:
• Own retention, renewals, and lifecycle performance
• Proactively identify and mitigate churn risk
• Develop structured renewal strategies and best practices
Define Metrics & Operations:
• Establish KPIs and performance metrics
• Build dashboards to track retention, churn, and customer health
• Use data to drive decisions and improve performance
Lead & Grow the Team:
• Manage and develop CSMs and team leads
• Drive accountability and consistency
• Hire and scale the team as needed
Optimize Structure & Capacity:
• Define customer-to-CSM ratios and evaluate bandwidth
• Set clear performance expectations
• Improve efficienc...
Build & Scale Customer Success:
• Design and implement a scalable CS model focused on retention and renewals
• Define ownership across the customer lifecycle, especially post-onboarding
• Establish processes, workflows, and playbooks to support growth
Drive Retention & Outcomes:
• Own retention, renewals, and lifecycle performance
• Proactively identify and mitigate churn risk
• Develop structured renewal strategies and best practices
Define Metrics & Operations:
• Establish KPIs and performance metrics
• Build dashboards to track retention, churn, and customer health
• Use data to drive decisions and improve performance
Lead & Grow the Team:
• Manage and develop CSMs and team leads
• Drive accountability and consistency
• Hire and scale the team as needed
Optimize Structure & Capacity:
• Define customer-to-CSM ratios and evaluate bandwidth
• Set clear performance expectations
• Improve efficienc...