Head of Customer Success

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Lightyear

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2019

📡 Télécommunications

☁️ SaaS

🏢 Entreprise

Telecommunications • SaaS • Enterprise

Lightyear est une entreprise de solutions produits spécialisée dans l'automatisation du cycle de vie des télécommunications grâce à des logiciels basés sur les données. L'entreprise propose des services tels que le soutien à l'approvisionnement, la gestion des stocks et la consolidation des factures, aidant les entreprises à rationaliser leurs processus télécoms et à réduire les coûts. En se concentrant sur l'intelligence réseau et des prix, Lightyear permet aux organisations de prendre des décisions éclairées et de gérer efficacement leurs besoins en télécoms.

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

🎯 Exigences

• 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