Head of Customer Success

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Overview /

Numerated's Customer Success organization is designed to deliver on the bigger promise of the Numerated platform. We're looking for a strong leader and operator who can scale out and operationalize the Customer Success team. The CS team at Numerated works with customers to create a bigger vision; defining the interim and end goals for the platform, the metrics to measure success, and the best practices that will get them there. The charter is to enable our customers to transform their institution by accelerating the adoption of the Numerated platform and understanding what elements and user journeys will lead to achieving their business goals. The Customer Success Lead will be the go-to person accountable for Customer Success strategy and execution.

 

The ideal candidate must be truly passionate about driving transformational customer outcomes, building on the current Customer Success program and continuing to build a high-performance team. In this role, you will be a key member of the cross functional leadership team, driving alignment and collaboration between sales, professional services, support and product in service to our customers and partners. If you have a passion for customer success and driving positive customer outcomes, this is a great opportunity to be a key leader in a fast-growing fintech that is transforming business banking.


Essential Responsibilities /

  • Establish yourself as a subject matter expert and evangelist to properly articulate the value proposition of our Customer Success Team as it relates to Numerated's outcome-based delivery approach.
  • Accountable for the success and satisfaction of our financial institutions.
  • Set a firm strategy and agenda for the Customer Success Team - this is who we are, this is what we do, these are our strategic initiatives.
  • Capture lessons learned and ensure that best practices are documented and shared within and beyond the team.
  • Iterate on the current adoption and expansion plan, taking inputs from your team to provide the best possible strategic direction for the CS function and team.
  • Establish relationships across pre-sales, sales, professional services, and product to drive cross-functional alignment at scale.
  • An experienced leader and a subject matter expert in managing a customer success organization
  • Experience with "land and expand" model and subscription services
  • A successful track record of communicating with technical and non-technical audiences.


Education Requirements /

  • Bachelor's Degree (BA/BS) in a business-related field required
  • Masters Degree in Business or a related field preferred


Work Experience Requirements /

  • 7-10 years of experience in Customer Success
  • Excellent leadership, management, and interpersonal skills.
  • High EQ and ability to lead with positive influence.
  • High integrity, authentic, and humble. Able to thrive in a "do whatever it takes" environment.
  • Data-driven and analytical. Adaptable to changing market and customer requirements.
  • Thrive on open transparency, communication, and collaboration internally and externally.
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Location

1 Lincoln Street , Boston, MA 02111

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