Customer Success

February 2

🔮 Pocus

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The first Product-Led Sales platform.

2 - 10

💰 Seed Round on 2022-06

Description

• Be a strategic advisor to our enterprise customers and ensure their success with Pocus • Develop and execute strategic action plans for each account to ensure their success throughout the customer journey • Own the relationship with a cross-functional team of our customers’ senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus • Map customer’s business priorities to solutions in Pocus. Be prescriptive and proactive with customers on how we will drive their success • Proactively identify customers who aren’t maximizing their usage, subsequently creating and executing improvement plans • Lead the onboarding of new customers: - Manage the process to implement and onboard seat-based deployments of new customers to Pocus - Partner with our Customer Engineering team to help translate customers’ goals into workspaces that will delight end users - Onboard end-users and deliver 1:1 and 1:many training sessions to ensure that customers are maximizing the value of the Pocus platform • Drive adoption, expansion, and retention of your customer base - Work closely with business stakeholders to align and track Pocus value against customers’ key business priorities - Manage customer adoption, thinking strategically and creatively about ways to increase seat usage - Completely own retention and renewal, while working closely with our sales team to identify and collaborate on possible areas of expansion • Build customer success and be the voice of the customer: - Translate learnings from past experiences and time at Pocus to iterate and improve on all parts of CS at Pocus, including customer journey, rituals, and processes - Collaborate and provide input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more - Constantly capture and synthesize product feedback from our customers to provide input on our product roadmap

Requirements

• 5+ years of SaaS customer facing experience with 2+ years of experience owning and managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people • Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals • Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations • Experience managing complex programs and initiatives to a successful completion • Exceptional written and verbal communication and attention to detail in all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from

Benefits

• Be a founding member of the Customer Success team • Create tangible impact for customers with a product they love • Learn more in 1 week at Pocus than 1 year at another company • Meaningfully shape our product • Join an incredible team at a magical time