Head, Customer Success (Fully Remote position)

Company Description

Mission of the Head of Customer Success

Role Responsibilities

• Own our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results.
• Support our sales team by identifying expansion opportunities for them and provide customer insights to the marketing team to drive campaigns. 
• Create automation to help your team scale and manage large books of business and touch all of our SMB accounts. 
• Become a product expert on Rise Vision, understand our message, and how to position and sell Rise Vision. 
• Talk to customers every week to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from Rise Vision. 
• Ensure all related activity is diligently logged in the CRM. Anyone can look at a customer's account and easily know the history within one business day of the last activity. 
• Coach the customer success team, review call recordings in Jiminny, and ensure the team works according to our standards. 
• Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance and accountability. 
• Ensure each of your team members knows their quarterly targets and has clear visibility on metrics and their respective critical numbers so they can quantitatively account for their day, week, month, quarter and year.
• Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
• Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.

Role Requirements

• You have 5 years of experience in customer-facing roles and multiple years of people management experience.
• You know what good scaled customer success looks like. In your career, you've managed a high volume of accounts and have experience across a range of annual contract values. You understand the differences between managing a $100 ARR account and a $75K ARR account. 
• You have high standards for work, get tasks done quickly, love deadlines, appreciate the power of constraint, enjoy committing to a forecast, don’t need to be followed up with, and you’re a continuous learner.
• You know your way around a spreadsheet (the word “vlookup” isn’t new). You know the difference between NRR and GRR, and are confident talking about SaaS metrics. 
• You’re a glass-half-full person, and you’re practical. You roll up your sleeves and see an imperfect situation, tool, budget, etc… as an opportunity. 
• You’re an expert at HubSpot - this is our CRM, customer success system, marketing automation tool, etc… No, we aren't buying Gainsight. 
• Talking to customers is a pleasure, not a chore. You’re excited to get on a call and learn about the problems customers face and how Rise Vision helps them so that you can apply what you learn to your efforts.
• Not a must have, but bonus points for experience working with the channel/resellers.

1. Health & Dental Benefits
2. RRSP/401K Matching up to 5%
3. Group Profit Sharing Program
4. Health Spending/Wellness Spending ($500)
5. $2000 for Learning & Development
6. 20 days of Vacation (pro-rated based on your start date in your first year)

Salary : $50,000 - $125,000