Head of Customer Success

We are looking for a Head of Customer Success to support a high-growth startup organization. Reporting directly to the CEO, the leader of our Customer Success team will be responsible for optimizing the customer lifecycle from onboarding, support, retention and account management, as well as maximizing APOS revenue as a member of the senior leadership team responsible for driving business strategy and growth. The VP of Customer success will bring insightful analysis, process, reporting, metrics, and disciplined control to drive continuous improvement.

OutboundEngine is one of the fastest growing tech startup companies in the nation, ranked number 95th on the 2016 Inc. 5000. We are based out of beautiful Austin, TX. OutboundEngine has been voted “Top Ten Places to Work” for the last four years in a row by the Austin Business Journal. Since 2012, OutboundEngine has helped over 10,000 small business owners market themselves by doing it for them. We create original content for our clients, automate their email campaigns, update their social media profiles, and ultimately help them drive repeat and referral business. 

Responsibilities:

Customer Experience and Retention

• Architect services and support delivery models that align with current customer segments and deliver maximum customer value
• Influence future lifetime value through higher product adoption, customer satisfaction and NPS
• Create company-wide customer feedback loop
• Propose a standard approach to interventions for each point in journey
• Take a hands-on role with our customers, navigating tough situations to achieve a positive result for all parties

Team Build Out and Optimization

• Attract, develop and lead a world class, high performing team with a customer first mentality
• Recruit experienced leaders for each functional role and be responsible the management team’s ongoing development
• Build and manage industry-leading education and training programs

Cross-Functional Collaboration

• Foster collaboration within team and across customer lifecycle
• Partner with Marketing on CS enablement, customer marketing and be the voice of the customer programs
• Align with Sales around cross-sell and up-sell opportunities and focus on selling with a retention focus
• Align with Finance around measurement, forecasting, staffing, and budget needs

Fiscal Responsibilities

• Align pricing and packaging of all CS services with cost of doing business, desired margins, and value to customer
• Expand our revenue in existing accounts through upsells
• Drive new business growth through greater advocacy and referenceability from current customer base
• Create initiatives to reduce cancellation request volume and churn

Senior Executive Contributor and Presence

• Serve as a key stakeholder in influencing the Product roadmap based on internal and external customer needs and experiences
• Align with Executive Team around key metrics and objectives
• Define, implement and share CS effectiveness measures across CS organization, executive staff and for Board presentations
• Drive company-wide definition of ideal customer

Required Experience and Skills:

• 5+ years experience in leading customer facing organizations at the Director or VP-level in a high growth, fast paced SaaS organization
• Must possess a high EQ and empathy for customers and a deep understanding of value drivers in recurring revenue business models
• Demonstrated track record in building and leading high performing customer facing teams with experience managing teams in other cities
• Ability to manage influence through persuasion, negotiation, and consensus building
• Analytical and process-oriented mindset
• Insatiable curiosity of learning modern technologies and tools for customer management
• Experience implementing and measuring operational metrics while leveraging data to make informed business decisions
• Excellent communication and collaboration skills at all levels within an organization
• Great customer facing skills with a strong preference for execution
• Prior experience in sales is a plus

 What's in it for you:

• Competitive guaranteed base salary with unlimited commission potential.
• Chances to compete for amazing prizes, trips & other spiffs.
• Sales education opportunities, strong career, and leadership development programs.
• 100% Paid Insurance (medical, dental, vision, life and disability).
• Generous PTO, accrue 3 weeks annually and a paid two-week holiday break at the end of the year.
• Company-paid downtown parking, bus or metro pass.
• Fully stocked kitchen with snacks, beverages and catered lunches on Wednesdays.
• Casual dress and music rocking all day.
• An awesome work environment and positive work culture, which celebrates employees success!
• Company events, such as private concerts, happy hours, team outings, holiday parties and more.