What You’ll Be Doing:

• First, you’ll dive deeply into our business to understand how we work within our industry and the value our technology provides for our customers. You’ll understand our business relationships and seek out opportunities and challenges. You’ll be an expert in Instrumental, not just leading a team of experts.
• You’ll be hands-on with customers, supporting and coaching our international team of customer success managers to position and evangelize Instrumental’s value and impact for executives at the world’s most admired brands. 
• You’ll use all you learn to develop a Customer Success strategy and playbook for Instrumental. We aren’t seeking a leader who “brings a playbook”, we’re looking for someone who will make one based on your deep dive and business acumen – developing a strategy for the customer journey and the organizational systems needed to execute it. This may involve rethinking the definitions of functional roles, designing a professional services organization, building a system of regular customer executive interaction, and more.
• You’ll develop and implement structures, programs, and metrics to drive core company goals for expansion in our strategic accounts. Figure out how to turn squishy “feelings” into KPIs that predict churn, growth opportunities, and high NRR.
• Lead and coach a globally-distributed team of Customer Success Managers, working collaboratively with your team, cross-functional teams, and leadership to solve challenges as they arrive and proactively drive value for customers. You’ll drive scale with great systems, not only people – and lead from the front.

We’re Looking for Someone Who:

• Loves the building stage of startups: rolling up their sleeves, rolling with the punches, and rolling out improvements – all with startup urgency. You have seen what we’re building towards in a larger organization, and are excited to be part of laying the bricks in the foundation for Instrumental.
• Is a strategist and a tactician. You can tie the customer success strategy, programming, and activities directly back to the company strategy – and effectively communicate that up-down-and-sideways throughout the organization. You know how to inspire a team and motivate them to take on challenging goals, while also being willing to dive in yourself to help the team achieve them. That might mean building a slide for a sales deck, setting up a quick and dirty Zendesk instance, or hopping on a plane to visit a customer.
• Has strong analytics skills and an unquenchable thirst to know what is going to happen in your accounts, with experience developing customized metrics for predicting success in an account.
• Has 8+ years of customer success experience and at least 3 years in a VP-level or equivalent role at a high-growth B2B SaaS company executing a “high-touch expansion” strategy. 
• Is calm in a crisis.
• Loves working with globally distributed teams across diverse business cultures, particularly in Asia.
• Has a passion for gadgets, building physical things, or eliminating inefficiencies. Technology experience is a must – with a bonus for direct experience with manufacturing, big data technology, or AI.