Customer Success Leader
3 weeks ago
Widger Talent LLC is a leading SaaS company that revolutionizes business performance by automating and streamlining operations for individuals and teams in the real estate industry.
The Head of Customer Experience at Widger Talent LLC will oversee our Customer Success Team, building, scaling, and leading our Help Desk, Implementation, and Account Management teams to ensure our clients fully realize the value of our software solutions. As a critical role in our subscription-based business model, the VP of Client Growth is essential to our long-term growth and customer retention.
Main Responsibilities:
- Develop and execute a comprehensive customer strategy focused on high value realization, retention, and growth.
- Cultivate and develop high-performing team members to drive success.
- Design, manage, and innovate customer lifecycle touchpoints, playbooks, and interventions leveraging human and automated engagements.
- Collaborate with cross-functional teams to remove barriers to customer and team success.
- Foster customer feedback loops to promote advocacy and resolve issues.
- Oversee renewals forecasting, risk mitigation strategies, and bookings.
- Elevate customer stories and champion relationships with senior Customer sponsors.
Requirements:
- At least 10 years of B2B SaaS Customer Success experience, including 5+ years in a leadership role.
- Prior experience in multifamily housing is a plus.
- Proven track record of building and scaling a Customer Success function from $10M to over $50M.
- Demonstrated leadership skills with a focus on developing a high-performance remote culture that retains top talent and develops future leaders.
- Strong analytical and process-oriented mindset using data to inform strategy.
- Excellent communication and presentation skills to influence via persuasion, negotiation, and consensus building.
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