Head of Customer Success

The role

Lead the overall strategy, execution and results of the Customer Success organization, including a growing team of Directors, Managers and Customer Success Managers. Drive customer adoption, value realization, stakeholder alignment and renewals.

What you will do

• Lead Customer Success teams across Enterprise, Mid-Market and SMB segments
• Partner with People team on consistent job titles, levels and career paths
• Develop segmented lifecycle management strategy for high-touch and scale segments
• Partner with Sales on upsell and cross-sell to meet revenue targets
• Manage Gainsight configuration to meet Customer Success needs
• Lead the voice of the customer program, including Net Promoter Score and satisfaction surveys
• Create processes and templates for feature adoption, onboarding, quarterly business reviews and expansions
• Own dashboards on renewal forecasts, churn risk and win/loss analysis for executive management
• Meet and exceed quarterly customer and revenue retention targets

Required qualifications

• 15+ years in Customer Success management leading Enterprise and Scaled CS functions
• 10+ years as a people leader running Customer Success or account management teams
• Knowledge of SaaS business model, industry metrics and customer lifecycle management
• Proficiency in Gainsight
• Experience with business planning during transformations, territory assignments and reporting
• Strong analytical skills and ability to tell stories with numbers
• Ability to work with senior stakeholders and present to senior executive audiences
• Reliable high-speed internet of at least 100 Mbps in a dedicated workspace
• Device for multifactor authentication (smartphone, tablet, etc.)

Benefits

• Flexible paid time off
• 14 paid company holidays, including 2 floating holidays
• Medical, dental, vision, life and disability insurance, covered up to 100% by Payscale
• Unlimited infertility coverage through medical plans
• Supplemental health benefits for employee and family
• 401(k) with fully vested immediate company match
• 16 weeks of paid parental leave for birthing and non-birthing parents
• Health Savings Account with company contributions each pay period
• Flexible Spending Account options
• Annual remote work stipend for wellness or home office equipment
• Monthly All Hands meetings and executive AMAs
• Learning and development opportunities

Before you apply

• Payscale will never ask for personal banking or financial information or a social security number during hiring. To check a message, email recruiting@payscale.com

About the company

Payscale is a compensation intelligence company that combines market data with AI-powered technology to help organizations make pay decisions. Its Payscale Intelligence Cloud includes Ascent, JobNav and Paycycle.