This is a business that has a completely unique SaaS product that can be delivered on a global basis. Their SaaS solutions helps major brands significantly improve consumer customer care, whilst reducing costs, and drastically improving customer engagement and retention.
They have revolutionised the way customer services issues and complaints are handled, and have the stats and case studies to back their success and benefits of their product. They are still at an early stage but set for a major period of growth as they head towards a series B round of investment.
They are looking to hire across all business units, with the major emphasis on expansion of the sales and customer success teams.
We are now looking for a highly intelligent and autonomous SaaS Customer Success expert to join the team.
This is the first Customer Success role the company are hiring and it’s likely that you will quickly progress in to a team leader, but initially you will be expected to come in and lay the groundwork for that team. This will include putting customer success best practices in place, creating process and delivering these for current clients.
Day to day, you will very much be a product expert for enterprise clients and help them to achieve success through adoption and usage, reporting on performance and assisting with delivery. You will also be responsible for spotting growth opportunities, as well as driving renewals.
Once the team is in place, you will be responsible for providing leadership and mentoring junior CSMs.
It’s essential you are naturally customer focused. The whole proposition is based around improving customer engagement and you’ll need to have an appreciation of how this can impact ROI for businesses.
You will need to demonstrate proven experience in working with enterprise clients within a SaaS Customer Success role.
This is a mature start-up environment that works fast and you’ll need to be comfortable in an exceptionally hands on environment, where you’ll be given the chance to make your own mark on how the Customer Success team evolves.
There would be a preference for start-up experience; however, this is by no means essential if you feel you have the right qualities.
For more information
contact Alan Fecamp