Core Responsibilities:
- Implement and manage software that facilitates CS activities (Gainsight)
- Drive the effective forecasting and reporting of past results on key customer success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)
- Develop systems to track and analyze leading indicators of renewals and upsell
- Detect early signals of at-risk accounts, design systematized CS playbooks and provide path to escalation
- Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption
- CS team enablement, including materials, data and coordination of training to help the team work more effectively
- Perform other operational tasks as required to support the customer success function
Essential Skills/ Qualifications/ Experience:
- Experience with Customer Success management, operations and enablement
- Demonstrated ability to lead complex projects related to Gainsight implementation (e.g. Salesforce.com, Gainsight, Rocketlane, etc)
- Strong project management skills - super detail-oriented, disciplined and analytical
- Comfort with building, ambiguity, and high growth chaos in a startup environment