Head of Customer Success Strategist

2 days ago


New York, New York, United States TABS inc. Full time

About the Company

Tabs is a cutting-edge AI-powered revenue automation platform for B2B businesses. Leveraging the power of artificial intelligence, Tabs excels at extracting elements from complex B2B contracts, automating billing, revenue recognition, and reporting workflows. Our customers rely on Tabs to eliminate manual work, accelerate cash collection, streamline operations, and enhance business model flexibility.

As a Series A hyper-growth company based in New York, Tabs has secured $35m in funding from top-tier VCs like Lightspeed and Primary Ventures.

About the Role

Tabs is seeking an experienced Head of Customer Success to oversee the entire post-onboarding customer journey. This individual will collaborate closely with the Implementation team to ensure a seamless handoff and take charge once the customer is fully onboarded. The successful candidate will be responsible for ensuring a great customer experience, driving engagement, and handling renewals and upsells. As the leader of the Customer Success department, they will build and scale the team, developing processes and strategies to support our customers' ongoing success. They will work cross-functionally with Sales, Operations, Product, and Engineering to improve the customer experience and ensure Tabs delivers maximum value.

Key Responsibilities:

* Own the Customer Journey: Manage the full customer lifecycle post-sale and post-implementation, ensuring we maximize our net dollar retention.

* Lead Success & Support: Guide proactive customer success initiatives to drive product adoption and ensure lightning-fast resolution times in support.

* Build an Organization: Manage the current CX team and hire additional team members to help with growth, creating a scalable structure while fostering a culture of accountability.

* Cross-Functional Collaboration: Work closely with Sales, Product, and Engineering to drive customer-focused improvements.

* Consult & Engage: Engage with customers regularly to identify needs and opportunities, driving product adoption and account growth.

* Scale Operations: Build the playbook for Customer Success and Support, using early learnings from our team and industry best practices to establish processes, best practices, and metrics that will drive the growth and success of the CX team.

Requirements:

* 8+ years of experience in Customer Success at B2B SaaS startups, with a focus on mid-market accounts that require hands-on support and strategic alignment. Proven ability to build and scale strategic teams.

* Process-oriented and data-driven, with a passion for delivering exceptional customer experiences.

* Experience in fintech working with the office of the CFO, and familiarity with ERPs such as QuickBooks or NetSuite.

* Proven track record of managing and exceeding targets for net retention rates, customer satisfaction metrics, and support SLAs.

Perks and Benefits:

* Competitive compensation and equity

* 100% coverage for healthcare (Medical, Dental and Vision)

* Daily meal and coffee stipend for in-office days

* Tax-free contribution to commuter benefits

We are a NYC-based team spending ~4 days a week in-person at our offices in midtown Manhattan.



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