Global Customer Success Executive

2 weeks ago

Jackson, Mississippi, United States Sama Full time

Position Overview:
Sama is on the lookout for a skilled, technology-focused, mission-driven VP of Global Customer Success to enhance and expand a team of 8 across our Consumer Tech, Retail, and Transportation sectors.

This clientele includes several major strategic accounts along with enterprise-level clients that present opportunities for growth, all of which are intricate and highly dynamic, contributing to significant revenue streams for Sama.

You will be responsible for shaping the strategy, structure, and oversight of the global customer success organization.

Your leadership will encompass a Customer Success team featuring two first-line Directors, collaborating closely with a substantial Operations team based in East Africa.

Effective cross-functional collaboration with Account Executives, Pre-Sales Engineering, East Africa Project Delivery, Product, and Solutions Engineering is essential, necessitating experience in working alongside various adjacent teams.

Your focus will be on engaging, nurturing, and retaining our customer base through exceptional solution delivery, relationship management, and problem-solving.

Additionally, you will empower the Customer Success team within our sales methodology to ensure a seamless and enjoyable customer journey.

This role is highly collaborative, requiring close interaction with clients and global teams at Sama, fostering strong, lasting relationships.

Key Responsibilities:
- Ensure customer satisfaction across Sama's entire customer base of SaaS and tech-enabled solutions.
- Align with customer expectations and success behaviors, gaining a deep understanding of their organizational goals, culture, challenges, and priorities.
- Serve as an escalation contact for high-level customer stakeholders, recognizing when further escalation is warranted.
- Collaborate with customers to identify and resolve issues that may affect satisfaction.
- Drive and enhance ongoing customer engagements, including check-ins, QBRs, and establishing the appropriate customer cadence alongside other internal customer-facing teams.

Success metrics for this role include revenue retention, revenue expansion, and customer satisfaction. Identify opportunities for expansion and address retention concerns.

Improve customer engagement and increase adoption of the Sama platform by becoming the customer's most trusted advisor and the internal voice of the customer.

Inspire and develop the Customer Success Team, mentoring and nurturing a high-performing team; design and set daily, weekly, and monthly targets to drive execution toward growth and retention metrics.

Actively coach the Success Team to master essential skills, aiming to create a best-in-class Customer Success team.

Foster a culture dedicated to growth, collaboration, accountability, and respect for Sama's mission and values.

Drive continuous improvement across the Customer Journey, evolving key customer touchpoints to adopt a proactive approach to customer sentiment while predictably managing renewal and expansion forecasts.

Establish and maintain key metrics to enhance Sama's Ideal Customer Profile, informing GTM strategy.

Manage a team across North America and Europe, servicing various use cases across our verticals to ensure a proactive customer experience.

Enhance and enforce our customer journey through post-sales funnel Salesforce stages.

Provide technical guidance to customer developers, product managers, systems architects, and applied research scientists regarding best practices for leveraging client technology and Sama's suite of training data services.

About You:
As the VP of Global Customer Success, you will be a proven leader with relevant SaaS and solutions delivery experience, possessing expertise in accelerating account growth.

You will have a track record of owning the customer journey and achieving successful retention. An operational mindset focused on metrics, KPIs, and accountability is essential.

Qualifications include:

  • 10 years of customer-facing experience.
  • 5 years of customer success experience leading high-performing teams in a high-growth SaaS environment, ideally with enterprise-level customers.
  • 3-5 years of direct management experience, demonstrating success in a global company and with professional services teams.
  • A desire to deliver results at both strategic and tactical levels.
  • Alignment with Sama's social mission.
  • Metrics-driven with a data analytics and process mindset, capable of building organizational scalability for predictable, repeatable results.
  • Proven ability to attract, develop, retain, and motivate a team, coupled with strong leadership skills.
  • An inquisitive nature with a relentless focus on continuous improvement.
  • An entrepreneurial spirit with innovative ideas.
  • Competitive mindset with a strong desire to exceed expectations.
  • Experience managing high-value accounts through high-touch partnerships.
  • Familiarity with technical concepts and experience in tech environments.
  • Strong communication skills, able to convey complex concepts to diverse stakeholders.
  • Results-driven contributor capable of working independently and collaboratively.
  • Ability to adapt communication style to the audience, explaining complex concepts concisely and building consensus.
  • A willingness to learn, develop, and make decisions even with incomplete data.
  • A commitment to creating cultures dedicated to growth, collaboration, accountability, and respect, fostering a value-oriented environment that rewards teamwork and achievement.
  • A strong desire to contribute to Sama's global impact mission.

About Sama:
The majority of the Fortune 50 rely on Sama for secure, high-quality training data and validation, supporting technology teams that drive humanity forward.

From self-driving vehicles to smart hardware, Sama fuels AI.

Founded over a decade ago, we specialize in image, video, and sensor data annotation and validation for machine learning algorithms across various industries, including automotive, navigation, AR/VR, biotech, agriculture, manufacturing, and e-commerce.

Our mission is to expand opportunities for low-income individuals through the digital economy, having lifted over 60,000 people out of poverty through our social business model.

Recognized as one of B Corp's Best in the World in 2021, we continue to advance the boundaries of Ethics in AI.

Our Culture:
Sama is unique as a technology company with a social mission. Individuals who thrive in a high-growth environment, enjoy working at the forefront of technology, and genuinely care about making a positive impact on the world will find a great fit within the Sama culture.

Our core values include grit, integrity, humanity, and GTD (Get Things Done).

Our Benefits:
Sama offers competitive compensation commensurate with experience, alongside a comprehensive benefits package that includes medical, dental, and vision insurance, short- and long-term disability insurance, AD&D insurance, employer-matching 401K, generous holiday and vacation policies, sabbaticals, paid disability and baby bonding leave, a monthly gym stipend, and professional development opportunities.

Salary Range:
$250K - $500K+

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