Customer Success Leader
3 weeks ago
X: The Moonshot Factory seeks a seasoned Customer Success Leader to join its team. As a key member of our organization, you will be responsible for designing and building a robust customer success function that prioritizes the customer experience. Your expertise will drive scalable delivery of value to customers, ensuring their satisfaction and loyalty throughout the product lifecycle.
About the Role
This full-time position is based in Mountain View, California, with global travel opportunities as Taara deploys its technology worldwide. You will oversee the creation of a customer-centric organization, driving decisions and metrics aligned with customer priorities, needs, feedback, and insights. Your vision should encompass operational structures, business cases, and tools to measure, monitor, and continuously improve the customer experience.
Key Responsibilities
- Design and build a customer success function centered around the customer experience.
- Develop operational structures and business cases to measure and improve the customer experience.
- Manage and grow a global team of customer success professionals, supporting multiple customers and channel partners.
- Create a strategic 5-10 year vision, implementing tools and processes for scale, aligning KPIs, incentives, and metrics with customer success goals.
- Leverage customer data platforms to generate insights and convert them into actionable results.
- Accelerate new customer launches and manage customers end-to-end.
Requirements
- Masters/MBA or equivalent practical experience.
- Extensive experience in complex commercial operations roles in customer service functions, preferably in B2B settings.
- Proven track record in discovering product-market fit and scaling new technologies or products, communicating effectively with a customer-centric mindset in B2B environments.
- Strong business acumen and operational capabilities with high expectations of quality and integrity.
- Ability to operate effectively in fast-paced, high-energy teams and environments.
- Success in mentoring and developing cross-functional collaborative teams.
- Analytical thinker with creative problem-solving skills.
- Outstanding interpersonal and communication skills, with experience influencing senior-level executives and stakeholders to drive organizational and cultural change.
Desirable Skills
- Background in telecommunication service industries, particularly ISP operations and networking operations.
- Experience leading regional or global customer support teams.
- Establishing processes needed to scale customer support functions in dynamic work environments.
Compensation
The estimated base salary range for this position is $208,000 - $260,000 per annum, plus bonus and benefits. Your recruiter can provide more information about the specific salary range during the hiring process.
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