FarEye - Senior Customer Success Role

Senior Customer Success Role

Position Overview :

- As we are an Enterprise SAAS company, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability.

- We will not be successful unless our customers are receiving massive value from our service. As such, we need senior managers to own driving success for our customers and ensuring they reach their desired outcomes from the usage of FarEye.

- This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, scaling, etc.).

Responsibilities :

- Define and optimize customer journey

- Define the vision of a Red Carpet experience

- Standardize the template for a Success Plan for customers in your segment

- Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, listening points (e.g. on usage, NPS), and others

- Personally manage escalations from your direct reports, and follow a methodical escalation process to execs

- Identify opportunities for continuous improvement

- Learn from best practices in industry

- Drive true value for customers

- Be an expert on best practices in change management

- Promote the Challenger approach amongst your team members

- Find ways for CSMs to deeply understand our customers objectives and become a trusted right-hand advisor

- Determine how to define, drive, and demonstrate the value (ROI) delivered

- Lead cross-functionally to drive customer success

- Clarify ownership for each part of the journey

- Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

- Create company-wide customer feedback loop

- Help foster company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

- Be the best user of FarEyes CSM internal tool in the world

- Ensure <tool> is our company's single source of truth for customer health

- Create dashboards to measure customer success

- Develop ideas for how high-touch teams can use <tool>, and share during our monthly CSM syncs

- Own key metrics for your team

- Gross dollar renewal rate

- Net Logo & Revenue retention

- Habits / product adoption metrics

- NPS

- CoGS / ARR ratio

- Employee NPS / team member satisfaction

- Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and GM