As the Head of Customer Success you will lead our team who is on the frontline, working with our most important and valuable asset - our customers. You will be the leader in driving customer success and satisfaction, while also playing a vital role in the overall growth and success of the company. 

Our customers have invested their time, resources, and trust in us, and the CSM team owns and manages these relationships to be sure our customers are successful, happy, and feel as deeply a part of our product-building journey as we know they are. Additionally, we need to ensure that our customers realize the full value of their investment, and that we are conducting regular touches with every customer to enable them to achieve this value. Through AgentSync’s collective knowledge and first-hand experience solving the same problems as our customers, our CSM team delivers that unique value and trusted expertise in a package for our customers. 

In this role, you will be a builder of systems, processes, and cross-functional relationships. You will work closely with our sales, marketing, product, customer operations, delivery and engineering teams to ensure that our customers have a seamless experience with our products and services. You will be responsible for building and scaling systems, processes, and teams that drive customer engagement and retention.

What you’ll do:

• Directly manage 2 senior managers, and 2 senior ICs - a current organization of 12 people
• Drive cross-functional focus on customer outcomes, value, and experiences
• Champion cross-functional initiatives to maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Project manage operational improvements by introducing more rigor into measuring success
• Recruit, motivate, and retain a higher-performing CCO organization, driving employee engagement, satisfaction, and morale
• Create proactive, repeatable processes and playbooks to drive consistently strong customer experiences
• Build strong alignment with peers in Sales, Product, Marketing, Finance, and other areas
• Partner with the Sales leader to maximize Net Revenue Retention
• Partner with the Product leader to drive product adoption
• Define a model for scaling functions cost-effectively
• Engage directly with high-value clients
• Develop and implement metrics to measure and track customer satisfaction and success 
• Stay up-to-date on insurtech trends and best practices in customer success, and continuously seek out new ways to improve the customer experience

Your experience:

• 10+ years of Customer Success experience in an Enterprise/Strategic SaaS environment
• 7+ years of leadership experience
• 7+ years Salesforce platform power user or Salesforce Admin
• Experience working with key stakeholders in insurance, financial services, compliance, or legal industries
• Track record of delivering results through cross functional collaboration - an ability to create and maintain a culture of collaboration which produces results.
• Structured and well-organized work cadence with comfort tackling complexity and ambiguity
• A strong track record of problem solving and a “roll up your sleeves” mentality

We encourage you to apply even if you don’t meet every requirement listed here. We know that every person has unique strengths, and we focus on hiring for those strengths, rather than looking for someone who meets every bullet point listed.

About us:

AgentSync is a powerful, easy-to-use Compliance as a Service solution, directly integrating regulatory database sources of truth (i.e. NIPR, FINRA) with core business systems (i.e. Salesforce) so we can automate the critical business processes associated with these compliance requirements.

We’re a new-school solution tackling an age-old, ubiquitous problem with smart technology and  automation in a market full of inefficient, high-cost solution options - spreadsheets, manual processes, legacy software, more headcount, outsourcing, etc.

Salary: 

In accordance with Colorado law, the following represents AgentSync’s reasonable estimate of the range of possible compensation for this role, if hired in Colorado.

Denver/Boulder Metro

$200,000 - $240,000 base plus bonus 

Additionally, this role is eligible to participate in AgentSync’s equity program.

100% Company Paid Healthcare Insurance (for you and dependents)

• Medical
• Dental
• Vision

Financial Benefits

• 401(k) retirement savings plan

Other Benefits

• Unlimited PTO
• 11 paid holidays per year
• 12 weeks 100% paid parental leave and $4,000 return to work childcare stipend