Head of Customer Success
New
J
JobgetherEnterprise SaaS
Based in Canada, Supporting collaboration across US time zones, from the Pacific Coast to the East Coast.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in Customer Success supporting technology products
- Required Skills
- Customer Success
Requirements
- 10+ years of experience in Customer Success supporting technology products.
- A strong track record leading enterprise customer relationships.
- Experience supporting large enterprise organizations and Fortune 500 customers in complex stakeholder environments and high-value accounts.
- Excellent written and verbal communication skills, including the ability to build credibility with C-level executives.
- Experience working closely with Product Management and representing customer needs to influence product priorities.
- Strong understanding of customer retention, renewal management, account health, risk identification, and expansion opportunities.
- Ability to lead, mentor, and develop customer-facing teams and establish performance standards and scalable operating practices.
- Strong organizational skills, sound judgment, and ability to manage multiple priorities and workstreams in a fast-paced environment.
- Familiarity with transportation, parking, workplace technology, or related enterprise technology solutions.
- Ability to work remotely while supporting collaboration across US time zones, from the Pacific Coast to the East Coast.
Responsibilities
- Build and maintain executive-level relationships with key enterprise customers.
- Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance, identifying renewal risks and expansion opportunities.
- Develop strategies to strengthen customer advocacy, referenceability, testimonials, and loyalty.
- Establish processes to collect, consolidate, and prioritize customer feedback, then translate insights into recommendations for Product and Engineering.
- Partner with Product Management to influence roadmap priorities and address customer needs.
- Lead, mentor, and develop a global team of Customer Success, Implementation, and Support professionals.
- Develop playbooks, workflows, and resources across implementation, onboarding, ongoing support, and renewals.
- Coordinate complex global rollouts and strengthen account planning, customer health monitoring, risk management, escalations, and executive engagement.
- Report customer health, retention, advocacy, support performance, risks, and growth opportunities to executive leadership.
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