Head of Customer Success

🕒 4 days ago

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Lightyear

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

Telecommunications • SaaS • Enterprise

Lightyear is a Product Solutions Company that specializes in automating the telecom lifecycle through data-driven software. The company provides services such as procurement support, inventory management, and bill consolidation, helping enterprises to streamline their telecom processes and reduce costs. With a focus on network and pricing intelligence, Lightyear empowers organizations to make informed decisions and manage their telecom needs efficiently.

📋 Description

• Work closely with the GTM org to measure and drive high-quality customer experiences across pre- and post-sales that results in high net retention, NPS, and upsell • Own the customer renewal process to drive best-in-class gross retention • Build out the playbook for post-sale opportunity identification and upsells by strategically utilizing customer inventory data and key touchpoints such as QBRs • Use product and user analytics to manage and improve the customer experience • Engage with customers and provide customer feedback to inform our product roadmap; act as voice of customer regarding issues, opportunities, and enhancements • Work closely with the CEO, CTO, Sales, Operations, and Product to meet all goals and objectives across the customer lifecycle • Build and maintain strong culture, sentiment, and collaboration across the team

🎯 Requirements

• Proven track record of managing key pre-sales and / or post-sales processes at a fast-growing company, or relevant experience in operationally rigorous startup roles • Deep understanding of key customer success and customer retention SaaS metrics • Experience building and leading successful teams at a SaaS company • Strong empathy for customers and passion for revenue processes • Strong executive presence and ability to influence customer leadership • Experience working with cross functional teams to achieve company objectives • Experience working with Salesforce, Hubspot, and other customer analytics software • Relentless focus on continuous, data-driven improvement