Head Of Customer Success
CurrentKey Achievements- Established Customer Journey to create “Delight” and achieve 100% retention while securing $1.2M in net new recurring revenue from existing customers through price increases, user expansion, and product upsells. - Designed, built, and launched PlusPlus Help Center to service 60,000+ users for key accounts including Netflix, Salesforce, Shopify, LinkedIn, Airbnb, and Kia.- Secured $309,000 NNRR from key enterprise account by launching in-app Help Center with on demand knowledgebase library, outbound product tours, and inbound support workflow. - Assumed responsibility of < $1M of accounts receivable within a seed round startup to bring clarity and precision to our cash flow.Key Duties- Develop, document, and implement a Customer Journey map ensuring all processes, handoffs, and outcomes are congruent and efficient across the Growth and Product organizations.- Design and implement strategic Customer Success playbook that leads with automation & data framework, defined by efficient workflows, which generates new recurring and one-time revenue as well as strong client reference-ability.- Define 120-day renewal process with milestones and checklists to maximize price increases, user expansion, and upsell opportunities while optimizing cash flow by targeting receipt of payment by renewal date.- Create customer “health” scoring program to increase confidence in the strength of our relationships by combining both qualitative and quantitative variables, such as, product engagement, service utilization and CSAT.- Establish a proactive Business Review schedule and process to consistently align with customers regarding their strategic initiatives and demonstrate the value of our product and partnership. - Design and implement new customer onboarding methodology which leverages professional services automation (PSA) software for project planning, templates for consistency within each phase, and a time-to-value < 90 days.
