Job description

As Head of Customer Success at AppOnboard, you will lead a team at the very heart of our business: ensuring our customers derive maximum value from their AppOnboard experience. The Head of Customer Success will build and manage the team responsible for all post-sale activity, including onboarding, support, renewals, upsell, and internal customer advocacy, ensuring account retention, growth, and customer experience. This is a unique opportunity for someone looking to have an impact at one of the hottest startups in Los Angeles and top companies defining the future of app development.

Job Details:

• Organize and build the Customer Success team, establishing goals, target metrics, and processes that will deliver results that meet/exceed company goals
• Establish a trusted advisor relationship with customers by effectively managing and growing the post-sale customer relationship 
• Through thoughtful and effective training and development, enable your team to successfully drive account growth through renewal and upsell opportunities
• Design and implement effective product training that enables customers to maximize their understanding and utilization of the AppOnboard platform
• Provide strategic guidance and analysis to customers through QBRs, customized reports, data insights, and other materials that demonstrate our continuing value
• Successfully anticipate and manage customer risks and escalations by creating and executing on cross-functional action plans
• Ensure thoughtful and responsive client advocacy within the company, when collaborating with Sales, Tech, Product, and Creative teams
• Identify opportunities to implement best practices and continuously strengthen and improve the team/function. 

Requirements

What We're Looking For:

• 5 - 7 years of experience leading customer-facing teams in a B2B/SAAS organization,  ideally driving engagement and renewals
• Emotionally intelligent leader passionate about building, training, and growing high-performing teams 
• Demonstrated experience in proactive anticipation and resolution of customer issues and escalations
• Strong analytical skills with the ability to translate data into meaningful insights and opportunities for customers
• Ability to quickly earn buy-in and credibility with external and internal partners through excellent communication and cross-functional collaboration 
• Skilled at embracing new technology and distilling complex concepts into clear, easy to grasp ideas