Global Success Operations Leader, Extreme Customer Success

Services United States


There has never been a better time to join Extreme, with several acquisitions extending our portfolio and go to market strategy, we have seen enormous opportunity and growth within the region. 

 

Aside from being a Technology Leader in the Gartner Magic Quadrant, we also adamantly promote an internal culture that truly embraces diversity, inclusion and equality in the workplace. Having Diversity and Inclusion as part of our core values and beliefs, we’re proud to foster an environment where every Extreme employee can thrive because of their differences, not despite them.

Global Success Operations Leader, Extreme Customer Success 

Extreme Networks helps customers transform and enhance their businesses with our cloud-based technology - making it even easier for customers to grow as they go, both in a technical and commercial sense. Our products offer flexible, feature-rich, application tiers tailored to every business, budget, and IT needs, that delivers the management, intelligence and assurance our customers require. Extreme Networks creates and end-to-end effortless networking experience. Within Customer Success our mission is to work closely with our customers and partners to ensure that all their business needs are achieved, and business value is realized and accelerated. We are reimagining the customer and partner journey to deliver best in class experiences that not only meets, but consistently exceeds, their expectations.  

 

Extreme’s VP of Customer Success is seeking a passionate and visionary Global Success Operations Leader who has hands-on experience operationalizing Customer Success in a rapidly growing SaaS-based organization.  You will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. As an experienced key contributor, you will be accountable to drive and implement successful outcomes for all customer and partner success teams globally and are equally comfortable being hands on and strategic.  You are a leader who revels in building and implementing infrastructure to provide world-class capabilities to our customer and partner facing teams. You do all the above while keeping an eye on the right KPIs and outcomes. Diversity of thought, a passion for problem solving at scale and empathy are the values that should drive and inspire you every day.  

 

In this role you will be accountable for leading cross functional customer success initiatives and operations across the entire SaaS portfolio of products and capabilities. This position requires deep customer and partner focus, the ability to dive deep and invent, and the ability to make hard decisions fast. You work will be highly cross-functional orchestrating results with Customer Success, Sales, Marketing, Product and Engineering, Support, Human Resources, and Finance. To be successful, you need to be highly motivated and detail oriented while showing the highest standards. 

 

Responsibilities:  

Lead and build operations team to: 

  • Enforce rigor in data-driven decisioning and assure Customer Success is collecting the data needed to facilitate day-to-day operations. 
  • Work cross functionally to define processes, handshakes and workflows for key success activities.  
  • Define, develop, and continuously improve processes through: 
  • Segmentation frameworks for efficient management, and 
  • Effective field-tested engagement strategies. 
  • Implement and manage systems and tools that facilitates CSM Operational activities.  
  • Define, lead, and track strategic and operational programs to successful completion. 
  • Support reporting on Customer Success Scorecards to include past results and future forecasts, e.g. through dashboards and presentations. 
  • Partner with the data team to track leading indicators and analyze them to understand what’s going well and what needs to improve. 
  • Build resource management capabilities, systems and tools to assign customers and partners to success teams, re-distribute workload as needed, and forecast hiring needs. 

 

Lead and build a Value and Journey Management Practice to: 

  • Develop and deliver GTM initiatives to improve the effectiveness and efficiency of success and adoption capabilities for prospects and customer, including: 
  • Value Management Framework and activities, 
  • Journey management and mapping, 
  • Lifecycle management processes and playbooks, and 
  • Customer Health Scoring. 
  • Define, develop, and continuously improve processes through: 
  • Segmentation frameworks for efficient management, and 
  • Effective field-tested customer engagement strategies. 
  • Determine the timing and content of engagement for CSMs along the customer journey, to drive optimal adoption and net promoter score.  

 

Lead and build Success Programs and Initiatives to: 

  • Own formal Voice of Customer (VoC) and Voice of Partner (VoP) Programs. 
  • Develop and mature Centers of Excellence in partnership with Product Marketing and Product Management and Development Teams. 
  • Coordinate cross-functional programs that help facilitate feedback from customers and partners to key stakeholders 

 

Basic Qualifications 
 

  • Demonstrated progressive experience with operations or related experience with a technical SaaS or subscription software service. 
  • Experience with software development tools, practices, and methodologies is a plus. 
  • Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees). 
  • Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.). 
  • Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management. 
  • Involved in an organization during a period of growth and transformation. You know what it’s like to work at a fast-moving organization where you blaze your own path while staying in sync with the broader team. 
  • Excellent communication, presentation, leadership, management, interpersonal and problem-solving skills.  
  • Passion for using operational metrics and process improvement to support key decisions and drive organizational optimization. 
  • High integrity leadership, ability to set a clear vision for the function to plan, hire, manage, and inspire teams to achieve extraordinary results. 
  • Demonstrated ability to collaborate with sales and other cross-functional teams to achieve on aligned business goals. 
  • Must live and personify the values of Extreme – Teamwork, Transparency, Candor, Curiosity, Ownership, and Inclusion. 

 

Preferred Qualifications 
 

  • BA or BS or equivalent practical experience, Master’s degree in a management, technical or engineering field preferred. 
  • Experience with digital engagement approaches and methods preferred (i.e., Digital Customer Success / “tech touch,” Digital Marketing). 


LOCATION: Open, this is a remote position that can be based anywhere in the US.

Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.

 

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.

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