Senior Customer Success Executive
Confidential
About the role
Senior Customer Success Executive
About the Company
A rapidly expanding SaaS company
Industry
Information Technology and Services
Type
Privately Held
About the Role
We are excited to announce an opportunity for a passionate and experienced Senior Customer Success Executive who will spearhead the transformation of our post-sales operations into a powerful engine focused on enhancing customer retention, growth, and advocacy. In this crucial role, you will integrate customer success, implementation, and support services into a cohesive strategy while designing tiered engagement models specifically suited for enterprise and small-to-medium business (SMB) clients.
As a hands-on leader with a successful track record, you will be instrumental in driving improved Net Revenue Retention and refining our post-sales processes, particularly for the SMB and mid-market segments. The ideal candidate will possess the rare ability to instill structure and accountability throughout the entire customer journey—from onboarding to renewal—and will collaborate closely with product and revenue teams to enhance the overall customer experience.
We are seeking applicants with a minimum of 12 years of experience in customer success, implementation, and support within the B2B SaaS landscape, including at least 5 years in senior leadership positions. A solid comprehension of customer lifecycle management and a data‑driven mindset for strategic execution are critical.
Successful candidates will demonstrate strong executive presence, exceptional communication skills, and proficiency in SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk. This is a remarkable opportunity to lead a substantial post‑sales organization, establish scalable systems for data‑driven growth, and collaborate with a forward‑thinking leadership team in a dynamic and regulated market.
Travel Percent
Less than 10%
Functions
- Account Management/Optimization
Requirements
- Minimum of 12 years of experience in customer success, implementation, and support within the B2B SaaS landscape.
- At least 5 years in senior leadership positions.
- Solid comprehension of customer lifecycle management.
- Data-driven mindset for strategic execution.
- Strong executive presence.
- Exceptional communication skills.
- Proficiency in SaaS tools such as Salesforce, Gainsight, HubSpot, Intercom, or Zendesk.
Responsibilities
- Spearhead the transformation of our post-sales operations into a powerful engine focused on enhancing customer retention, growth, and advocacy.
- Integrate customer success, implementation, and support services into a cohesive strategy.
- Design tiered engagement models specifically suited for enterprise and small-to-medium business (SMB) clients.
- Drive improved Net Revenue Retention and refine our post-sales processes, particularly for the SMB and mid-market segments.
- Instill structure and accountability throughout the entire customer journey—from onboarding to renewal.
- Collaborate closely with product and revenue teams to enhance the overall customer experience.
- Lead a substantial post-sales organization.
- Establish scalable systems for data-driven growth.
- Collaborate with a forward-thinking leadership team in a dynamic and regulated market.
Skills
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