Salary Range: 175000 to 192000 (Currency: USD) (Pay period: per-year-salary)

RESPONSIBILITIES:

• Lead and develop the Customer Success team to achieve revenue goals, foster a culture of accountability, and ensure continuous skill development across areas like account management, stakeholder management, and customer engagement.
• Own and drive key business metrics, including net dollar retention (NDR) and Net Promoter Score (NPS), aligning these with overall business goals.
• Develop and implement scalable customer success strategies that enhance customer satisfaction, ensure successful onboarding, and drive product adoption and long-term growth.
• Lead and participate in key customer meetings such as Quarterly Business Reviews (QBRs), establishing alignment on customer goals, identifying opportunities for growth, and strengthening strategic relationships through onsite engagement.
• Analyze and report on customer success metrics to leadership, providing insights on customer trends, engagement levels, and opportunities for process improvements.
• Establish and optimize internal processes and tools that enable the CS team to manage customer relationships efficiently, track customer health, and proactively identify growth opportunities or potential churn risks.
• Foster strong relationships with key customer stakeholders, acting as an escalation point for complex issues while ensuring timely resolution and maintaining long-term satisfaction.

ABOUT YOU:

• 8-10+ years of B2B SaaS experience in customer-facing roles, such as Customer Success, Account Management or Program Management, with a strong track record of managing customer relationships to drive revenue growth.
• Must have 2+ years of experience managing high performing CSM teams in a SaaS environment.
• Experience in establishing and growing senior-level client relationships (CMO, CEO, SVP, VP etc.)
• Very comfortable in managing up, and representing your point of view to senior management in reviews and strategy sessions.
• Presents very organized and structured thinking for planning and execution purposes.
• Strong ability to anticipate issues and communicate effectively with internal and external stakeholders.
• Good at managing multiple workstreams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders.

CORE COMPETENCIES:

• Right Attitude - to succeed you should be strongly self-motivated, methodical, tenacious, and very coachable. Must have can-do attitude (no entitlement)
• Clear communicator - Speak and write eloquently
• Desire to Learn - High level of intellectual curiosity. You see opportunity and growth in learning new technology, systems and business areas
• Culture - Stronger fit exists with those who have experience working with enterprise companies and understand the hands-on culture of a smaller customer success team

BENEFITS & PERKS:

• Competitive compensation packages, including early stage equity
• 401k plan
• Flexible PTO & 11 paid holidays
• Medical, dental, vision insurance (80% covered by Regal for individuals and all dependents!)
• Paid parental leave
• Growth Mindset learning and development stipend
• In-office breakfast and snacks daily
• Happy hours, team outings, & annual off-sites
• Pre-tax commuter benefits
• Complete laptop workstation
• & more!