Chief Customer Success Officer

About Us

Our company has an immediate opportunity for a Fractional Chief Customer Success Officer to help guide and evolve our Customer Success team. This team works with customers throughout their relationship with the company, from onboarding to renewals, to build long-lasting relationships and provide personalized reporting and insights.

‍

Job Description

The Fractional Chief Customer Success Officer’s goals will be to:

• Evaluate current leadership strengths and weaknesses as a neutral partner, including helping to identify, internally or externally, future leadership for the client success organization.
• Work with colleagues to significantly improve revenue retention within the year.
• Review, refine, and develop key processes for client fulfillment and client success.
• Modernize KPIs (transition long-standing KPIs to modern, nimble, and efficient KPIs that are transparent and shared between sales and client success teams).
• Identify the narrative behind the metrics - the why & the action steps.
• Identify gaps/weaknesses in client success across touchpoints in the customer journey and work to establish a plan for significant improvement.
• Help creative proactive, repeatable processes and SOPs to drive consistency and a strong customer experience.
• Lead a culture of collaboration and continuous improvement.
• Build strong alignment with peers in Sales, Product, Marketing, Finance, and other areas.

‍

Qualifications

• Demonstrate operational excellence with an affinity for a metrics-driven, results-driven approach.
• Have a strong understanding of the complexity and nuances of customer segments and support solutions.
• Be a collaborative, solution-oriented leader and a skilled evaluator of people.
• Have experience with large, complex, and matrixed business environments.
• Listen to internal customers, provide informed recommendations to the Chief Sales Officer, and help lead the team successfully through change.
• 10+ years of experience leading a customer-facing department with proven strategic planning skills, revenue goal achievements, and experience implementing or overseeing a customer-first approach.
• Strong communication and collaboration skills.
• A demonstrated history of customer focus as a core principle.
• Deep understanding of customer service, customer experience, customer success, and customer operations.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.

‍

How to Apply

Note: This is a syndicated job post, meaning it was not posted to Fractional Jobs directly, so we don't have control over the application process. To apply, click on the "View Application" and follow the application's instructions.