InterSystems is the power behind what matters, and the engine behind the world’s most important applications. Over 300 million patients depend on our healthcare software products. In financial services, nearly $2 trillion in assets are governed by InterSystems-based risk and compliance applications. With great products, and brilliant people, what we do, matters.

Position Overview

Customer Success is vital to our long-term profitability. We will only be successful if our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities

• Drive Customer Success Outcomes
  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in the journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in the journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry
• Manage Customer Success Activities
  • Onboarding
  • Training
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
• Measure Effectiveness of Customer Success
  • Define operational metrics for the team
  • Establish a system for tracking metrics
  • Create a cadence for review within the team
  • Expose a subset of metrics to the executive team, company, and board
• Lead a World-class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high-potential individual contributors into the team
  • Create a rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within team
• Enhance Effectiveness and Efficiency Through Technology
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
• Inspire Customer Success Across Company
  • Create a company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of the ideal customer
  • Create a company-wide customer feedback loop

Required Experience/Skills:

• 10+ years of experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• An understanding of Healthcare and/or database technology
• Relevant Bachelor’s degree; preference for computer science or related degrees

We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.