Leading B2B SaaS company within remote-access and remote-support solutions – growing exponentially following multi-million funding from a PE firm looking to fuel further growth
The technology allows remote access to work (2nd largest by scale globally with customers in 160 countries including; Intel, IBM, NASA, Shell, DreamWorks and Philips
The need for these solutions has become even more pronounced with the increasing shift to hybrid working environments
The Opportunity
Reporting directly into the CEO, this is the FIRST hire of it’s kind and represents the investment into growth and market-dominance – they're looking for a hands-on CS leader to take ownership of the function and build repeatable and scalable processes
CS currently sits in sales, and is largely transactional – they’re looking to develop strategic CS to work with customers long-term (high—touch for enterprise, and self-serve/ automation for SMB/ MM)
4 individuals within CS at the moment, take ownership of this team, mentor/ coach and grow/ develop it further
They have 1000s of customers – and need a data-driven individual with an analytical approach to drive further improvements to retention and growth
Job Description
About you
Customer Success leader – min. 5 years in a B2B SaaS environment, likely more
Experience in an early-stage/ embryonic CS function – experience building and establishing successful processes, playbooks, structures, automation technologies etc.
High-growth, fast-paced, dynamic environment preferred
Metrics-driven, with an analytical eye – judgements based on data
Worked with customers from high-value Enterprise through to low-value SMB and everything in between. The solution is applicable to companies of all sizes and verticals, and needs a CS expert that knows how to cater to all
Emotionally intelligent, personable, empathetic, collaborative, down-to-earth character