SVP Customer Success

😎 Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges + games, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.  

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

🚀 About the Role As the SVP of Customer Success, your strategic and empathetic Customer Success (CS) leadership will help Quantum Metric retain our customers and empower our Customer Success team.

Our customer base is steadily growing, and we choose to support every new and existing customer by connecting their efforts to business outcomes through our world-class customer success organization. You’ll take the lead on those efforts. Some key areas you’ll focus on will be onboarding, product adoption, customer advocacy, data analytics & reporting, customer support, and retention/renewals.

Our Customer Success team is an organization of intelligent and driven individuals.  They are split into three primary roles which are Account Management, Customer Success Engineers and Business Consultants - all are dedicated to helping our customers make the best use of our platform and ultimately derive outcomes from the intelligence they gather from using Continuous Product Design. 

You'll know this role is right for you if you’d describe yourself as an energetic leader with a knack for operational proficiency, a customer-facing aficionado, problem resolution, a data analysis & reporting nerd, and an empathetic and experienced people manager. You will report directly to our Chief Operating Officer. We are looking for a thought leader in the CS space who will energize our team and that our Customers will be excited to work alongside.

🔧 Responsibilities

• Drive Customer Success Outcomes For Quantum Metric:
• Minimize churn by driving product adoption and increasing customer satisfaction, leading to impeccable customer health scores
• Motivate customer advocacy through references to new customers
• Act as an executive sponsor for high-profile customers
• Build and foster relationships with all customers, as well as our partnership ecosystem
• Foster a company-wide culture of delivering value to all of our customers

Define and Optimize The Customer Lifecycle:- Alongside your CS Managers: onboard, train, and manage Customer Success functions for our clients including renewals, cross/up-sells, and customer advocacy programs

• Identify insights in our client’s feedback to company's products based on client feedback, and provide strategic recommendations to drive product innovation and roadmap
• Standardize success plays at each point in our client journey, especially for common risk factors
• Define segmentation of our customer base and build scalable support strategies
• Optimize how Quantum Metric delivers value-added reporting and analysis to our customers
• Facilitate successful implementations and integrations with our customers and partners

Measure Effectiveness of Customer Success:- Define your team’s operational metrics for Leadership & Board of Directors

• Establish important metrics and a system for reporting to Revenue Leadership
• Create a cadence for client health reviews and track success

Manage, Lead, & Develop Your Team:- Foster an environment of collaboration both internally and externally

• Discover new high-potential contributors to join your team
• Create rapid onboarding process for new team members
• Encourage and support continuous learning within your team through mentorship and programming
• Reward great work from your team members and uplift them
• Coach and up-skill junior team members

💡 Requirements

• At least eight years of leadership experience in customer-facing organizations
• Diverse experience working with Enterprise level customers
• The ability to manage and influence through persuasion, negotiation, and consensus building
• A keen sense of customer empathy and responsibility for growing company revenue
• A deep understanding of recurring revenue business models
• Experience analyzing data and translating customer insights into storied outcomes
• A curious, analytical, and process-oriented mindset with a demonstrated desire for continuous learning and development
• Enthusiastic and creative leader with the ability to inspire and mentor direct reports
• Excellent interpersonal communication and presentation skills
• Compensation: $250k-300k base + company equity and bonus eligibility

Nice to have:- Knowledge of how content marketing is created, distributed and monitored

• Success rolling out Gainsight, Catalyst, Totango, or other CS platforms
• Experience working in or relating to the CX industry
• Specific experience in professional services delivery