Customer success is vital to Evolv’s long-term mission and profitability. We will not be successful until our customers are receiving massive value from our service and are continuing to partner with us on a recurring basis. With this as our focus, we need a senior executive whose passion is driving and ensuring the success of our customers. This person will be responsible for building and leading Evolv’s customer success organization. This role includes responsibilities for customer success activities (onboarding, support, services, adoption, advocacy, retention, professional services, etc.) and outcomes (renewals, upsell, etc.)

What We’re Looking For:

• Someone who is driven by mission and passion
• A demonstrated track record of building and managing world class customer success organizations
• Successful background in solutions and consultative selling
• Proven ability to adapt to fast-growing and changing environments
• Ability to influence at (C-suite) executive level and address key business issues
• Strong track record of orchestrating and aligning decision makers around a common objective

Responsibilities:

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through customer expansion and upsell
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Drive new business growth through greater advocacy and referenceability
• Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey, including usage, satisfaction, etc.
  • Standardize interventions for each point in the journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
• Manage Customer Success Activities
  • Onboarding
  • Training
  • Professional services
  • Customer support
  • Customer success management
  • Renewals
  • Expansion and upsell
  • Advocacy
• Measure Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board
• Lead World-Class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Current and New Technologies
  • Support systems
  • Customer marketing software (currently HubSpot)
  • Reference and advocacy solutions
  • Customer success management platform (salesforce.com)
• Inspire Customer Success Across Company
  • Build and foster company-wide culture of customer success
  • Align with marketing efforts directed towards existing clients
  • Align with product to drive product roadmap
  • Align with sales around expansion and upsell with focus on retention
  • Align with finance to measure forecasting
  • Align with executive team to deliver key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Requirements

• 5+ years of experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team of engineers, sales, service, and marketing executives who share our vision for a safer world. If you are inspired by making the world a safer place, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you