Own the technical relationship during the implementation, collaborating with the customer and internal stakeholders to understand business goals and define an implementation strategy
Own the overall health and success of our customers, which include onboarding, adoption, ensuring value realization, and retention
Being the main point of contact for our customers and becoming a trusted and strategic advisor, driving best practices and innovation
Navigate product, engineering, sales & marketing to deliver the best experience to customer
Manage multiple implementations confidently and be able to prioritize enhancement requests
Work with product and engineering to continuously enhance the product while protecting the product roadmap delivery
Support the sales process by discussing the service offerings during sales presentations while providing input into proposal
Requirements
Minimum 10 years of experience in Customer Success or equivalent role at a SaaS technology company, focused on increasing customer satisfaction, adoption, and retention
Minimum 5 years of experience in implementation management in a fast-paced environment
Strong technical knowledge in software, web/mobile or cloud technologies
Excellent written and verbal communication skills
Strong project management skills and ability to be organized while juggling multiple projects and priorities
Strong interpersonal skills with the ability to build relationships and influence decision making
Problem solver with strong product sense, able to prioritize customer needs, dig into pain points, problem solve with customers, and clearly communicate product needs to product and engineering teams