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Svp/Vp - Head of Global Customer Success
Posted on 7/26/2022
INACTIVE
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Leadership
Lead Generation
Management
Sales
Requirements
  • 15+ years relevant work experience in customer success, account management or strategy consulting roles - more specifically in “high-touch” and “scale” customer engagement models
  • Enterprise B2B SaaS experience preferred - implementing and supporting technology solutions
  • Demonstrated success in consistently delivering revenue / renewal numbers against a quarterly/ annual target, producing accurate forecasts and balancing other business goals
  • Willingness to take personal risks, create opportunities to go above and beyond
  • Demonstrated strong leadership skills, high emotional intelligence and excellent business judgment
  • Ability to hire and lead a revenue and retention-focussed customer success team of 80+ individuals
  • Ability to thrive in a cross-functional environment while juggling multiple responsibilities
  • Talent for synthesizing complex ideas and communicating them in a way that others can easily understand
  • Strong business/financial acumen, excellent written, verbal and presentation skills
  • Bachelor's Degree in Business or Engineering. Master's Degree / MBA is preferred
  • Deep experience in Adtech or Martech SaaS solutions
  • Expertise and/or passion around retail and consumer packaged goods
  • Experience in building Customer Success playbooks/processes from scratch
Responsibilities
  • Oversee LiveRamp's Customer Success approach, strategies, cross-functional initiatives, processes, and deliverables, from idea to execution. Strategy will be based on a sound analytical approach, metrics and alignment with business plans
  • Lead, expand, and mentor the Customer Success team according to business needs and goals
  • Have ultimate ownership of your team's outcomes, including customer health score, expansion lead generation and revenue, retention, renewals and advocacy
  • Drive customer lifetime value by deploying programs to help drive business value with customers; collaborating across teams to identify and pursue expansion opportunities within our existing customers
  • Anticipate business value concerns, poor ROI and other obstacles to communicate and problem-solve internally
  • Partner closely with our sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them
  • Collaborate closely and conduct in person business reviews with C-level decision makers and other relevant stakeholders
  • Build and nurture closer C-level relationships across top accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
LiveRamp
Company mission
LiveRamp is the leading data connectivity platform for the safe and effective use of data.