Key Responsibilities:

Service Strategy:

- Independently lead the implementation of a data-driven service strategy that aligns with the company's vision and objectives.

- Work closely with segment leaders to maintain CS KPIs and roll out new programs as needed.

- Identify and document customer lifecycle events that affect adoption.

- Develop playbooks that optimize customer outcomes for multiple different customer profiles (large accounts, mid-market accounts, international accounts).

- Identify areas for process improvement and customer engagement optimization based on data.

- Partner with other departments to align service efforts with company strategies.

Process Optimization:

- Implement Customer Success process and collaborate within the organization and operations.

- Set up, deploy, and manage internal tools.

- Oversee renewal operations.

- Ensure smooth renewal, upsell, and cross-sell processes.

Data Analysis and Reporting:

- Leverage your skills in data analytics and reporting tools to gain deep customer insights, measure service effectiveness and identify opportunities for improvement.

- Provide regular reports, insights and present recommendations to the executive team, guiding data-driven decisions.

- Partner with operations to develop dashboards, maintain, and diagnose.

- Monitor and analyze metrics to track success and ROI.

Enablement:

- Set clear objectives, expectations, and standards for playbook execution.

- Partner with the enablement team to design and develop engaging training programs and resources that empower the team to execute customer success playbooks effectively.

Customer feedback:

- Create customer surveys - develop, implement, and diagnose.

- Close the loop with customers, i.e., work with customers and hands-on to see the impact of their work.

Key Metrics:

- Adoption and customer outcomes

- Retention and expansion target attainment

- Playbook instrumentation in Gainsight

- Team adoption and adherence to playbooks ongoing

Qualifications:

- Bachelor's degree in a relevant field (MBA from top tier B-School preferred).

- Proven experience (5+ years preferred) in a Customer Success program leadership role within a SaaS or technology company.

- Program management experience, especially creating and driving project plans as well as creating specification docs.

- Experience implementing and managing Gainsight. Gainsight level 3 certification preferred.

- Experience developing and implementing Customer Success lifecycle playbooks in Gainsight.

- Experience developing, implementing and managing CS KPIs.

- Experience scaling CS call reviews using Gong or equivalent.

- Strong understanding of SEO and digital marketing.

- Exceptional leadership and team management skills.

- Excellent problem-solving and decision-making abilities.