Onboarding and Customer Success Lead

7 days ago


New York, New York, United States Cision Full time
Onboarding and Customer Success Lead Job Description:

Cision is seeking an experienced Onboarding and Customer Success Lead to oversee customer onboarding and success initiatives. This role requires strong leadership and strategic thinking to drive customer satisfaction, retention, and growth.

About the Role:
  • Collaborate with cross-functional teams to develop onboarding and success strategies.
  • Manage L1-L3 incident management and customer ticket response in accordance with SLAs.
  • Lead Director of Onboarding to ensure smooth onboarding and enablement for new and existing customers.
  • Improve processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle.

Responsibilities:
  • Customer Support: Oversee Sr. Directors in managing incident management and customer ticket response.
  • Customer Onboarding: Ensure smooth onboarding and enablement for new and existing customers.
  • Digital Customer Success: Optimize engagement of a digital-first customer segment.
  • Customer Academy & Community: Build and enhance self-serve resources.
  • Operational Improvement: Evaluate and improve onboarding and enablement processes.

Salary: $150,000 - $200,000 per year (dependent on location and experience).

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