Customer Success Lead

JOB DESCRIPTION

Are you a natural leader and love to make people happy? In Atera, we are looking for a Customer Success Lead to run the daily operations of a small ‘low touch’ customer success team. This is a cross functional role with a high level of influence in setting the direction and working methods for our fast-growing Customer Success team. With thousands of customers we are setting standard methodologies in how to deliver optimal customer experience at scale and the Customer Success Lead is a critical person in our continued success.

What You’ll Do

• Manage, prioritize and overseer the daily tasks of the CSMs.
• Detect early signals of at-risk renewals, design playbooks to address them, and provide path to blocking issues
• Continuously refine our core CS funnels ,customer segmentation, engagement models, analyze causes for customer success and churn
• Develop and refine renewals, retention and expansion forecasting for all partners throughout the business, including: CSMs, VP CS and Execs
• Own all Customer Success infrastructure; bring together systems in a customer focused way to enable CSMs, Services and our Customers
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: relay customer feedback to the Product team; align with the Support team on resolution of major cases and report bugs to the Engineering team; provide feedback to Marketing team on the readiness of our customers.
• Gain insights for customer success functions through data analysis
• Leading and owning CS related projects that requires coordination and communication with other departments  

Requirements:

• 4+ years of professional experience in a SaaS/recurring revenue business as a CSM.
• Knowledge of customer journey mapping and experience either utilizing or developing customer health metrics
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• High sense of responsibility and ownership
• Ability to lead through influence
• Solid technical background and orientation
• Experiencing managing complex cross department / integration projects
• Experience with data analysis, excel power user, comfort with BI tools
• Strong mentorship skills and experience leading through indirect reporting relationships
• High degree of confidence working and building in Salesforce.com – significant advantage
• 1+ years of managerial experience – significant advantage
• High degree of confidence working with CS platforms - significant advantage