Head of Client Success

2 weeks ago

Berkeley California, United States Terminal49, Inc Full time
About the Role


This position is vital in influencing our future achievements by creating initiatives and methodologies to improve our client interaction and assistance.

The Client Success team at Terminal49, Inc. manages the post-purchase journey for our clients by promoting product utilization, aligning resources, crafting success strategies, proactively addressing risks, and uncovering avenues for growth.

This leadership role will focus on enhancing our Client Success Manager (CSM) capabilities and scaling our client engagement in line with Terminal49's expansion.

Key Responsibilities

  • Provide strategic oversight, development, and management of post-sales operations.
  • Educate the team on effective client engagement methods and ensure they comprehend our clients' requirements, fostering strong product adoption, value realization, retention, growth, and referrals.
  • Guide the team on authentic and positive client engagement techniques, including regular check-ins, and cultivating a deep understanding of the client's business, objectives, and priorities.
  • Facilitate seamless onboarding experiences for clients to swiftly and effectively utilize our offerings.
  • Proactively resolve client concerns to guarantee high satisfaction levels and reduce churn risk.
  • Enhance opportunities for growth and upselling by bridging the gap between Sales, Product, and Client Success teams.
  • Assist in managing client escalations by collaborating with the client and various teams within the organization to resolve issues in a mutually beneficial manner.
  • Oversee and develop the performance of the Client Success team based on key performance indicators, including onboarding efficiency, product utilization, Net Promoter Score (NPS), account retention, and contract growth.
  • Identify opportunities for process innovation and enhancement to support sustained growth.
  • Collaborate closely with Marketing, Sales, and Product teams to ensure a cohesive client experience.

Who You Are

  • 7+ years in B2B software Client Experience/Success, with a minimum of 3 years in a leadership role.
  • Proven success in designing and executing client success strategies that have resulted in increased client satisfaction, loyalty, and retention.
  • Experience working with early or growth-stage startups.
  • A natural problem solver with a client-focused mindset and a proactive approach.
  • Strong understanding of essential client success metrics and the ability to leverage data for informed decision-making.
  • Deep knowledge of high-value interactions with clients, including Executive Business Reviews, that foster deeper client engagement.
  • Demonstrated experience in setting ambitious objectives and mentoring a team to achieve and maintain top performance.
  • Exceptional communication and interpersonal skills, with a talent for building robust relationships with both internal and external stakeholders.
  • Experience in meeting multiple objectives in a dynamic, startup environment.
  • BA/BS degree required; MBA or other relevant advanced degree preferred.

Essential Mindset & Collaboration

  • Alignment with our core values: a strong intrinsic motivation to lead in Client Success.
  • A desire to understand the intricacies of global container logistics.
  • A passion for engaging with clients and assisting them in enhancing their business outcomes.
  • A collaborative spirit, working harmoniously with all team members—whether in Client Success, Operations, Sales, Engineering, etc. You believe inspiration can arise from any source.
  • A proactive attitude, comfortable making decisions to remove obstacles for yourself or others.
  • Strong written and verbal English communication skills to engage with our international team.

Bonus Attributes

  • Experience in a distributed, remote team setting.
  • Proficiency in Hubspot CRM.
  • Experience independently leading a foundational Client Success initiative for a SaaS product.
  • Previous experience in supply chain, trade, logistics, trucking, and/or transportation.
  • BA/BS in supply chain, business administration, marketing, or other relevant fields is strongly preferred.

Benefits

  • 401K plan.
  • Equity opportunities.
  • Comprehensive Medical, Dental, & Vision Insurance.
  • Paid time off and sick leave.
  • Flexible Spending Account (FSA), Dependent Care FSA, and Health Savings Account (HSA).

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