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Enterprise Customer Success Lead
2 months ago
We're seeking a highly skilled Enterprise Customer Success Lead to join our team at Persona. As a trusted advisor, you will be responsible for the ultimate success of our relationship with our Enterprise customers throughout the entire customer lifecycle.
You will be a key contributor on our fast-growing go-to-market team, working cross-functionally across sales, engineering, product, and marketing. Our Customer Success Managers have directly influenced business outcomes, impacted our product roadmap by synthesizing customer feedback, and driven revenue growth through deepened platform adoption.
Key Responsibilities- Be responsible for the ultimate success of our relationship with our Enterprise customers throughout onboarding, implementation, launch, post-launch, adoption, expansion, and renewal.
- Master our platform products and future product offerings; and ability to communicate offerings to large customers.
- Own the customer relationship with Enterprise organizations, serving as a trusted advisor to executive and senior leadership across various functions.
- Manage best-in-class customer health in your portfolio by identifying growth opportunities and mitigating account risks, with the support of your account team.
- Engage with our Engineering, Product, Design, Sales, and Solutions Engineering teams to incorporate and prioritize customer feedback and inform product roadmap.
- Drive strong customer advocacy efforts via collaboration with our Marketing team to identify and amplify our biggest customer success stories.
- Create and influence Enterprise playbooks and other scalable resources, both internally and externally, to optimize the customer experience throughout the customer lifecycle.
- A minimum of 5+ years of work experience with a complex technical SaaS product in Customer Success, Account Management, or other relevant roles.
- Proven track record of learning and understanding technical and complex products.
- Experience managing complex customer engagements with Enterprise businesses.
- Prioritization of customer experience and empathy, with a goal of portfolio retention and expansion.
- Outstanding verbal and written communication, including explaining complex concepts to both technical and non-technical stakeholders.
- Track record of structured, analytics-driven problem solving.
- Excellent multitasking capabilities, including prioritizing effectively across a wide variety of tasks and evaluating situational urgency.
- An ability to take on open-ended problems in unstructured environments.
- A growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking, are ready to give and receive both constructive and positive feedback to be a great teammate.
- Willingness to travel 25% of the time for customer engagements.
At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. We believe in creating an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential.
We celebrate diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
