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Chief of Global Client Success

2 months ago

Jackson, Mississippi, United States Sama Full time

Position Overview:
Sama is on the lookout for a skilled, technology-focused, mission-driven, and seasoned Chief of Global Client Success to lead and expand a team of 8 across our Consumer Technology, Retail, and Transportation sectors.

This diverse client portfolio includes several major strategic accounts and enterprise-level clients that present significant opportunities for growth, all of which are intricate and dynamic, contributing to substantial revenue streams for Sama.

You will be responsible for directing the strategy, structure, and oversight of the global client success division.

Your role will involve managing a Customer Success team that includes two first-line Directors, while collaborating closely with a large Operations team based in East Africa.

Effectively working across various functions with Account Executives, Pre-Sales Engineering, East Africa Project Delivery, Product, and Solutions Engineering is essential, as experience in cross-functional collaboration is crucial.

Your focus will be on engaging, nurturing, and retaining our client base through exceptional solution delivery, relationship management, and effective problem-solving.

Additionally, you will empower the Customer Success team in our sales methodologies to ensure a seamless and enjoyable customer journey.

This role demands high collaboration, working intimately with clients and global teams at Sama to build strong, lasting relationships.

Key Responsibilities:
- Ensure customer satisfaction across Sama's entire portfolio of SaaS and technology-enabled solutions.
- Align with customer expectations and success behaviors, gaining a deep understanding of their organizational goals, culture, challenges, and priorities.
- Serve as an escalation point for high-level customer stakeholders and recognize when further escalation is necessary.
- Collaborate with customers to identify and resolve issues that may affect satisfaction.

- Drive and enhance ongoing customer engagements, including regular check-ins, Quarterly Business Reviews (QBRs), and establish the appropriate customer interaction cadence alongside other internal teams.

Success metrics for this role will include revenue retention, revenue expansion, and overall customer satisfaction.
- Identify opportunities for expansion and address retention concerns.
- Improve customer engagement and increase adoption of the Sama platform by being the most trusted advisor and the internal voice of the customer.

- Inspire and develop the Customer Success Team, mentoring and cultivating a high-performing team; set daily, weekly, and monthly targets to drive execution towards growth and retention metrics.

- Actively coach the Success Team to master essential skills, aiming to create a best-in-class Customer Success organization.
- Foster a culture of growth, collaboration, accountability, and respect aligned with Sama's mission and values.

- Drive continuous improvement throughout the Customer Journey, evolving key customer touchpoints to adopt a proactive approach to customer sentiment while predictably managing renewal and expansion forecasts.

- Establish and maintain key metrics to enhance Sama's Ideal Customer Profile, informing go-to-market strategies.

- Manage a team across North America and Europe, addressing various use cases across our verticals to ensure a proactive customer experience.

- Enhance and enforce our customer journey through post-sales funnel stages in Salesforce.

- Provide technical guidance to customer developers, product managers, systems architects, and applied research scientists on best practices for leveraging client technology and Sama's suite of training data services.

About You:
As the Chief of Global Client Success, you will be a proven leader with relevant SaaS and solutions delivery experience, possessing expertise in accelerating account growth.

You will have a track record of managing the customer journey and achieving successful retention. Your operational mindset will be focused on metrics, KPIs, and accountability.

- 10 years of customer-facing experience.
- 5 years of customer success experience leading high-performing teams in a high-growth SaaS environment, ideally with enterprise-level clients.
- 3-5 years of direct management experience with managers, demonstrating success in a global company and with professional services teams.

Your ability and desire to deliver results at both strategic and tactical levels will be crucial, along with alignment to Sama's social mission.

- Metrics-driven; possessing a data analytics and process mindset to build organizational scalability for predictable, repeatable, and scalable results.
- Proven ability to attract, develop, retain, and motivate a team, combined with strong leadership skills.
- An inquisitive nature with a relentless focus on continuous improvement.
- An entrepreneurial spirit with innovative ideas.
- Competitive, with a strong desire to exceed expectations and a results-oriented mindset.
- Experience managing high-value accounts through high-touch partnerships with clients.
- Familiarity with technical environments and concepts.

- Strong communicator capable of explaining complex concepts to various stakeholders.
- Results-driven contributor who can work independently and as part of a virtually collaborative team.
- Ability to adapt information and style to the audience, explain difficult concepts concisely, establish consensus, and ultimately gain agreement.

- Highly curious and willing to stretch, learn, develop, and make decisions without complete data.

- Creates cultures dedicated to growth, collaboration, accountability, and respect, fostering a value-oriented environment that rewards teamwork, accountability, and achievement.
- A strong desire to contribute to Sama's global impact mission.

About Sama:
The majority of the Fortune 50 trust Sama to deliver secure, high-quality training data and validation for the technology teams driving humanity forward.

From self-driving cars to smart hardware, Sama fuels AI. Founded over a decade ago, we specialize in image, video, and sensor data annotation and validation for machine learning algorithms across various industries, including automotive, navigation, AR/VR, biotech, agriculture, manufacturing, and e-commerce.

Our staff are driven by a mission to expand opportunities for low-income individuals through the digital economy, and our social business model has helped lift over 60,000 people out of poverty.

We are recognized as one of B Corp's Best in the World in 2021 and continue to push the boundaries of Ethics in AI.

Our Culture:
Sama is unique. We are a technology company with a social mission. Individuals who thrive in a high-growth environment, enjoy working on the cutting edge of technology, and genuinely care about making a positive impact on the world are an excellent fit for the Sama culture.

Our core values are grit, integrity, humanity, and GTD (Get Things Done).

Our Benefits:
Sama offers competitive compensation commensurate with experience and a comprehensive benefits package, including medical, dental, and vision insurance, short- and long-term disability insurance, AD&D insurance, employer-matching 401K, generous holiday and vacation policies, sabbaticals, paid disability and baby bonding leave, a monthly gym stipend, and professional development opportunities.

Salary Range:
$250K - $500K+

Minimum Qualification:
Account Management, Sales

Estimated Salary:
$20 to $28 per hour based on qualifications.