Head Of Customer Success
New York , New York, Us
Initially hired as a contractor, my mission was to develop the "SDR Marketplace" envisioned by Glencoco. My responsibilities encompassed crafting enablement materials and coaching our early adopter Users, who aimed to secure qualified meetings for our platform's early adopter B2B companies. I systematized User onboarding and recruitment processes, contributing significantly to the growth of the community.The next challenge was building out the customer side of the marketplace, leading to my promotion to Head of Customer Success. In this role, I managed over 20 customers at any given time, each with unique needs and at different growth stages. This role diverged from traditional customer success responsibilities as it did not focus on cross-selling, up-selling, retention, or renewal metrics like Customer Lifetime Value (CLV), Customer Retention Cost (CRC), or Net Dollar Retention (NDR). Instead, it was a dynamic "build the airplane while flying it" type of position, centered on customer and process obsession.Tools/Technologies:Omni, Amplitude, Migadu, Seamless, Lemlist, Attio, Customer.io, Apollo, Woodpecker, Retool, Dialpad, Intercom, Proposify, Stripe, Segment, Salesforce, Smartlead, Teachable, Twilio, Vocal Video
