Head of Customer Success

2 weeks ago

Golden, Colorado, United States ServiceCore Full time
Job Overview

Salary: $175K-$200K

Company Overview

ServiceCore is a rapidly expanding field-service Software as a Service (SaaS) platform catering to the portable sanitation and dumpster sectors. Recognized as the #80th fastest growing software company in America by Inc. 5,000, we serve customers who have been largely neglected by previous software solutions. Our innovative software empowers dedicated business owners to enhance productivity and reduce stress. We achieve this by streamlining operations, optimizing routes, managing jobs, tracking inventory, and automating billing processes. Our comprehensive solution enables our hardworking clients to achieve greater success.

Our core values include: Love Our Customers, Be Real, Give a Shit, Deliver Results, and Keep it Fun. At ServiceCore, we offer motivated individuals the chance to thrive in a dynamic, fast-paced startup environment. We take pride in our achievements while maintaining a light-hearted approach to our work.

Role Summary

We are in search of a proactive and seasoned Head of Customer Success to lead and innovate within our customer success team, significantly impacting customer retention. This position is integral to the Customer Experience (CX) leadership team, focusing on developing strategies for both our Docket and ServiceCore products. The ideal candidate will collaborate across functions, partnering with Product, Engineering, Sales, and other departments to drive organizational success. If you are passionate about mentoring and leading a talented team while enhancing the customer experience in a customer-centric organization, this role is tailored for you.

Key Responsibilities:

  • Leadership and Team Development:
    • Guide, mentor, and nurture a team of Customer Success Managers (CSMs).
    • Promote a culture of enjoyment, connection, and recognition within the team, while emphasizing customer-centricity, accountability, and ongoing improvement.
  • Customer Success Strategy:
    • Formulate and execute a robust customer success strategy aligned with company objectives.
    • Establish key performance indicators (KPIs) to evaluate the effectiveness of customer success initiatives.
  • Customer Journey and Resources:
    • Create and provide resources to assist customers in maximizing the value of our solutions throughout their engagement with Docket and ServiceCore.
  • Customer Relationship Management:
    • Develop and sustain strong relationships with key clients to comprehend their needs and objectives.
    • Advocate for customer needs and insights with cross-functional teams.
  • Retention and Growth Strategies:
    • Implement initiatives to boost customer retention, minimize churn, and enhance loyalty.
    • Identify opportunities for upselling and cross-selling additional products and services to existing clients.
  • Cross-Functional Collaboration:
    • Work closely with Sales, Marketing, Product, and Support teams to ensure a unified approach to customer success.
    • Provide valuable insights to product development teams to drive enhancements based on customer feedback.
  • Customer Feedback and Improvement:
    • Gather and analyze customer feedback to pinpoint areas for enhancement and drive product and service improvements.
    • Utilize processes and tools to monitor customer satisfaction and behavior, taking corrective actions as needed.

Key Qualifications:

  • Experience: Over 5 years of proven experience in leading Customer Success Teams, managing both scale/1:many and 1:1 CSM teams, particularly in a B2B SaaS context. Prior experience in a similar capacity is crucial.
  • Renewals Management: Experience in developing CX programs and facilitating 1:many engagements for adoption.
  • Software Proficiency: Familiarity with Salesforce and experience with customer experience platforms (e.g., Gainsight or ChurnZero).
  • Leadership Skills: Proven ability to lead, hire, and mentor a team of CSMs and their managers.
  • Communication Skills: Exceptional verbal and written communication skills, capable of engaging effectively across various organizational levels.
  • Cross-Functional Engagement: Experience in collaborating with leaders across departments to build relationships and address challenges.
  • Analytical Skills: Strong analytical and problem-solving abilities, with attention to detail.

Compensation and Benefits:

  • Base Salary: $175K-$200K (commensurate with experience)
  • Open-Time Off Policy with 12 Company Holidays
  • Medical, Dental, and Vision Insurance
  • 401k with Employer Match (4% max)
  • Weekly Lunches + Stocked Kitchen
  • Dog-Friendly Office
  • Casual Office Environment
  • Regular Company Events and Happy Hours
  • A Strong Company Culture that Upholds Our Core Values - Love our Customers, Be Real, Give a Shit, Deliver Results, and Keep it Fun.

If you meet the qualifications outlined above and are seeking a dynamic startup environment with a management team committed to your success, we encourage you to consider this opportunity.

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