Responsibilities-

Customer Success Management:

Serve as the primary focal point of contact for customers and oversee day-to-day customer support operations, ensuring timely resolution of customer inquiries, issues, and escalations.
Ensure the successful onboarding and implementation of new customers.
Conduct regular check-ins with customers to gather feedback, identify pain points, and ensure their needs are being met.
Lead regular business reviews and check ins with clients to review progress, address concerns and explore additional ways to add value.
Proactively identify opportunities to upsell or cross-sell additional products or services to existing customers, working closely with the Sales team.
Act as a champion for the customer within the company, advocating for their needs and priorities and driving initiatives to enhance their overall experience.

Customer Support Operations:

Monitor team performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to address any areas of improvement.
Develop and implement standardized processes and procedures for handling customer onboarding, inquiries and escalations.
Coordinate with other departments, such as Product and Sales, to address customer issues and provide feedback for product improvements.

Product Knowledge and Documentation:

Develop a deep understanding of ActiveFence products and services, staying updated on new features, updates, and releases.
Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides, to assist customers with self-service support options.

Continuous Improvement:

Analyze customer support data and feedback to identify trends, patterns, and areas for improvement.
Implement initiatives to improve customer satisfaction, reduce response times, and increase efficiency within the support team.
Stay abreast of industry best practices and emerging trends in customer support and incorporate them into processes and operations.

Team Leadership:

Lead, coach, and mentor the customer support team, fostering a culture of excellence, accountability, and collaboration.
Set clear goals and performance expectations for team members, conducting regular performance reviews and providing constructive feedback.
Develop and implement training programs to enhance team members' product knowledge, communication skills, and problem-solving abilities.

The salary range for this role is $180-200K OTE (range may vary based on experience).

Must Requirements -

8+ years of experience in customer success, account management, or a related field within the SaaS industry.
4+ years of experience in team leadership
Proven track record of leading and scaling customer success teams.
Excellent communication, interpersonal, and negotiation skills.
Strong analytical and problem-solving abilities.
Ability to work collaboratively across teams and manage multiple priorities in a fast-paced environment.

Nice to have-

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Director of Customer Success