Responsibilities
- Develop and execute vision and strategies to drive customer value, retention, and growth.
- Establish and operationalize scalable and repeatable processes across our post-sales customer journey.
- Build measurement and tracking of key metrics and trends, and deliver data insights, reports, and dashboards critical to understanding performance and driving operational efficiency.
- Enable Professional Services, Technical Account Managers, and Customer Success Managers to act on data by providing actionable insights into their customer portfolios
- Analyze key data and make data-driven decisions on how to improve business outcomes like time to value, customer value realization, renewal and upsell performance, and service utilization
- Implement and maintain systems and tools that support our CX functions
- Own territory and capacity planning alongside CX leadership, and lead performance improvement initiatives from end-to-end
- Communicate with senior leadership, providing regular updates on key metrics, strategic insights, and improvement recommendations
Minimum Qualifications
- 3+ years of experience in B2B SaaS Ops / Strategy / Growth roles and / or Management Consulting
- Strong knowledge of Customer Success and service processes and metrics
- Experience with Salesforce and business intelligence tools like Looker
- Exceptional analytical and problem-solving skills
- Excellent communication and presentation skills, including comfort with partnering closely with Executive Leadership
- Strong work ethic and self-starter, able to manage multiple projects and priorities and adapt to change within a dynamic, fast-paced environment
Preferred Qualifications
- You have finance or consulting experience with a high-growth B2B SaaS company.
- You are familiar with CS and PS tools like a PSA, CS system of record, and SFDC.
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