Head of Client Success
2 weeks ago
At Ninety, we’re relentlessly focused on building great companies.
Ninety is an innovative, cloud-based business operating system (BOS) that helps organizations focus, align, and thrive.
Our best-practices based platform not only simplifies the hard work associated with building great organizations but organizes, stores, and makes easily accessible all the associated information.
As Ninety continues to experience exceptional growth, we are looking to bring on a Head of Client Success who will be responsible for ensuring satisfaction through all stages of the client journey, and who will report to the Chief Revenue Officer. The Head of Client Success owns the Onboarding, Client Management, and Support functions, with the responsibility of building our Professional Services and Community functions as well.
To be successful in this role, you must have:
- 10+ years in client success.
- Experience leading a Client Success team with a SaaS high-growth company going from approximately $30m to $100m.
- Experience in a low MRR client base, with pooled and dedicated CSM models.
- Experience owning Onboarding or related functions.
- Excellent leadership and coaching skills.
- Reliable internet and phone connection.
- Ability to manage time effectively, work independently and be self-motivated.
Your Key Responsibilities:
- Lead vision and strategy for pre-sale, onboarding, management and support client touch points.
- Work with other senior leadership team members to drive specific initiatives forward and maintain a client-centric organization.
- Work with marketing and product to ensure we are building high trust relationships with all of our clients, and client feedback systems are delivering insights to the company.
- Monitor KPIs for each CS team, identifying and resolving issues/opportunities.
- Ensure processes are 80% strong across the department.
- Collaborate with Head of Partnerships and Rev Ops leads to ensure Growth pods are operating well and have the resources they need.
- Leading and coaching: Build the team capabilities and capacity.
- Leading 3 teams of Onboarding, Client Success Management, and Support.
- Building and scaling additional core functions of Professional Services and Community.
What Success Looks Like:
- 60% penetration rate among owned clients
- 70% win rate
- Less than 9% user and logo churn
- 90%+ CSAT (Support)
- 80%+ of clients are healthy
- 120% NRR
Preferred Qualifications:
- Experience scaling a department from ~30 to 100+ team members.
- Experience leading teams in HubSpot, Gainsight, or Intercom.
- Data-oriented leader
- Ninety’s focus on helping organizations focus, align, and thrive isn't just for our clients. We also believe deeply in helping our employees flourish. At 90, we focus on attracting, developing, and retaining our kind of great people. How?
- We believe in Work From Anywhere, giving our employees the freedom and flexibility to work from wherever they need to live their best life.
- As-needed vacation. Don’t worry about punching the clock or losing days.
- Health and Dental insurance with employer contribution toward premiums
- Employer Paid Life insurance and Long Term Disability Coverage
- HSA, FSA, and DCFSA accounts available.
- Productivity/Wellness allowance.
- Generous Paid Parental Leave
- Professional development allowance.
- Technology allowance.
- Company gatherings with travel allowance.
- Why we love doing what we do: Small to midsize businesses are the foundation of almost every healthy community. They provide not just employment but opportunities for people to learn, grow and become leaders who take responsibility for the well-being of the community.
- Our values:
G…Get Smart Stuff Done
T…Teamwork
R…Resilient
I… Inquisitive
B…Best
E…Extra Mile
The “Seat” we have open
Once we are confident we have someone who is a great core-value fit and well suited for the seat they are in, we provide a high degree of autonomy so they can master their seat leveraging their Unique Abilities™ and then take on more and more responsibility.
If the above sounds appealing to you, we invite you to apply and see if you are well suited to help us help companies achieve real, healthy, and sustainable growth
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