The successful candidate will execute a vision and playbook working alongside Sales in the sales cycle and customer on-boarding through tech assistance, renewal and revenue expansion while positioning Logz.io’s Customer Success organization as a competitive advantage.
Drive Customer Success Outcomes:
Delight customers and empower them to succeed and grow using the Logz.io platform
Drive processes to enable our customers to drive deeper and meaningful adoption of the platform
Lead a world-class Customer Success organization spanning Customer Success Engineering and Account Management in the US and EMEA.
Drive customer effective retention rate through structured programs that focus on increasing account revenues through expansion programs, contract renewal rates and minimizing churn.
Drive new business growth through greater advocacy and reference-ability from the current customer base.
Define and Optimize the Customer Lifecycle:
Influence future lifetime value through higher/deeper product adoption, customer satisfaction, NPS, and overall health scores. This includes definition and optimization of the customer lifecycle.
Develop strategic initiatives that align to the customer journey map and drive customer satisfaction, retention, and advocacy.
Maintain a deep understanding of Logz.io’s customers, product offerings, product use cases and best practices.
Lead a World-Class Customer Success Team
Design and implement on-boarding process for new team members.
Foster collaboration and a shared culture within your teams, across the Customer Success and other departments, and across the customer lifecycle.
Encourage continuous learning within the team.
Read and analyze data and report customer status regularly, including customer satisfaction and/or risk, project status and/or risk, account plans and other information.
Create reporting and dashboards to measure results against KPI targets, along with the associated cadence.
Embed Customer Success Across the Company:
Drive proactive, cross-functional alignment and collaboration across the business including Sales, Marketing, Product and Engineering organizations.
Be the primary advocate for our customers, representing both the voice of the customer and the company, and balancing the needs of the customer with those of the business.
Serve as a key stakeholder by providing input and investment recommendations to the product roadmap based on internal and customer needs and experiences.
Partner with Marketing on CS enablement, customer marketing, and voice of the customer programs.
Serve as the customer advocate by creating a feedback loop on customer issues, escalations, and needs with appropriate internal teams.
Extensive experience (10+ years) leading a fast-pace SaaS-based customer organization with a proven playbook and demonstrated results in driving customer outcomes and revenue.
Strong empathy for customers and understanding of value drivers in recurring revenue business models.
High impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results.
Experience leading success of a highly technical product
Experience in the DevOps/Developer space - Advantage
Deep go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify trends in customer satisfaction and retention risk.
Exceptional business acumen and world-class presentation and customer interaction skills.
Ability to respond to high-impact customer/product escalations in a way that drives customer loyalty including the ability to listen and speak clearly to customers.
Analytical and process-oriented mindset.
Leads by example – demonstrating curiosity, empathy, grace under pressure, integrity, responsiveness, transparency, agility and authenticity.
Proven ability to lead and grow CS professionals and teams, build successors and improve capabilities.
Experience working for a growth stage startup company