Head of Customer Success
PartySlate
This job is no longer accepting applications
See open jobs at PartySlate.See open jobs similar to "Head of Customer Success" Alumni Ventures.Customer Service, Sales & Business Development
Chicago, IL, USA
Posted on Thursday, June 1, 2023
Who We Are
PartySlate is a team of 60 (and growing) individuals representing a wide variety of backgrounds and experiences. We work hard, have fun, and focus on results above all else. We are constantly building, measuring, and learning in order to build our brand, grow our digital presence, and deliver powerful results within the $800 billion events industry. PartySlate was founded in Chicago and has also launched in New York, Los Angeles, Dallas, San Francisco, San Diego, Houston, Atlanta, Miami, Boston, to name a few, with more to come. And as we expand, our talented team continues to expand, too.
Who You Are
PartySlate seeks a highly-motivated and strategic individual to join the leadership team as Head of Customer Success. You will report directly to the COO and will serve as the department head for our 11-person CS team with full responsibility for the retention and expansion of all existing customers. You should possess strong management skills, a strategic mindset, and a desire to learn and grow within a fast-paced organization. We are looking for someone that is both a systems thinker and customer-centric: you solve problems in repeatable ways that scale, with a mind towards process building and analysis and you’re able to empathize deeply with our growing customer base.
Location
PartySlate is headquartered in Chicago, but we are open to remote candidates. If remote, we expect monthly in-person attendance in Chicago for leadership meetings, team meetings, culture-building, and our annual PartySlate summit.
Roles and Responsibilities
- Lead, mentor, and scale the 11-person Customer Success team, ensuring exceptional customer experiences throughout the customer lifecycle.
- Develop and execute strategies for customer onboarding, implementation, support, and retention.
- Net revenue retention ownership: Identify upsell and expansion opportunities, driving revenue growth and customer satisfaction.
- Establish Customer Success playbooks for different customer segments, customer profiles, and lifecycle stages
- Drive positive Customer Success outcomes including product adoption, higher customer health scores, and increased expansion revenue
- Establish key performance indicators (KPIs) and success metrics to measure the effectiveness of the Customer Success team and drive continuous improvement.
- Work closely with Product and Engineering teams to provide customer feedback and insights, driving product improvements and feature development.
- Create and manage the Customer Success departmental budget, org chart, and staffing plan
- In collaboration with Analytics and Product team members, perform analysis of our retention/churn data to produce insights and process improvement
- In collaboration with Marketing and Product, create one-to-many customer experiences and communications that drive product adoption, brand affinity, and customer value
- Participate in leadership team meetings and help shape overall company strategy
Qualifications
- 8+ Years in Customer Success or related field
- 4+ years of experience in a Customer Success leadership role within a B2B SaaS or marketplace company
- Experience creating and implementing new playbooks, workflows, and processes for customer-facing teams
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- History of being a data-driven decision-maker with exceptional business acumen and excellent communication and presentation skills.
- Experience working with a variety of different customer segments, including Small Businesses, Mid-Market, and Large Enterprises
- Exceptional interpersonal, communication, and presentation skills
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
- Experience managing Managers (who in turn manage teams of CSMs/AMs)
- Proficient in core customer success tools such as HubSpot, Chorus, Chargebee (or similar customer, performance and subscription management software)
- Proven ability to put in place strategy, process, and tools to ensure scalability and consistency
- Strong attention to detail and superior organizational skills
- Experience working with a remote team
#BI-Remote
About PartySlate
PartySlate is a platform that inspires people planning events of all kinds and connects them with the leading vendors and venues across the country and the world. When you join the PartySlate team, you will join a group of passionate, collaborative, diverse, and authentic individuals working to help people plan inspiring, memorable, and meaningful events that make an impact. We move fast, work hard, encourage flexibility, and most importantly, have fun.
Our Commitment to Diversity, Equity & Inclusion
PartySlate is committed to creating a diverse and equitable environment for its employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This job is no longer accepting applications
See open jobs at PartySlate.See open jobs similar to "Head of Customer Success" Alumni Ventures.