North America Head of Customer First

Customer First United States


Description

We are looking for a forward-thinking person who will bend over backward to put customers first. Every colleague brings unique value to our whole, thus we are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

At Siteimprove, we are looking for a Head of Customer First, North America. This is a leadership role for our largest region, driving the Customer First teams and working with our operations to bring our customers an incredible journey and business outcomes. Through an outstanding customer Activation & Enablement and Nurture & Adoption experience, we will drive renewals (i.e., retained revenue), and identify cross-sell and upsell opportunities for the sales teams. You will work with all three of our customer segments, ranging from high-touch, mid-touch, and digital-touch.

We are transforming how we execute on this mission, and you will be leading the change. We will hire, train, and retain talent; we will change processes and educate our Customer Success Executives; we will leverage automation and technology to improve customer outcomes while reducing the cost to serve. Our message & mission is clear: Customer First.

What You Will Be Doing

  • Manage and build the Siteimprove Customer First team. This will require having a strong network of customer success professionals within your network, to build the team confidently, quickly, and efficiently

  • As a Siteimprove executive leader, meet with customers to drive confidence and adoption in the Siteimprove platform

  • Forecast and achieve the critical KPI for net retained revenue (i.e., renewal revenue)

  • Develop strategies and campaigns to close potential gaps in net retained revenue

  • Strategize and organize Customer First to best serve the high-touch, low-touch, and digital-touch customer segments

  • Train and educate the existing Customer Success Executives on best practices and trends in customer success to improve their ability to serve

  • Utilize data and analytics to drive decisions, identify at-risk or potential-growth customers, customer usage trends to guide activities, budgeting & forecasting, and drive other activities that improve customer success and reduce the cost-to-serve

  • Collaborate with Customer First to engage with their functional teams to drive customer success (e.g., activation services, customer support, training & education, deal/renewal desk)

  • Partner with sales to identify potential upsell and cross-sell opportunities

Leadership responsibilities

  • The North America Head of Customer First will be expected to manage a team of vice presidents and directors, who in turn will lead the functional areas listed below:

  • Services & Delivery

  • Customer Support

  • Siteimprove Academy (Customer Education)

  • Communities

  • Subject Matter Specialists

  • Automation Development

What We Require of You

  • Bachelor's degree in a technical or business-related field, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities

  • Expert knowledge in leading large teams to execute the organizational transformation, around the entire customer journey

  • Experience in growing customer success to maintain or achieve organizational “Rule of 40” SaaS metrics, as defined by the Bain or McKinsey definition of Revenue Growth % + Net Margin % = 40% or more

  • Experience transforming a Customer First Organization, which includes implementing customer success tools, processes, and technology to scale the organization's capabilities. This includes the use of AI/ML, automation, and analytics

  • Expert knowledge of the customer lifecycle focused on the best-in-class capabilities of a customer success organization

  • Experience running technical development or system integration teams

  • Experience with the use of CRM, helpdesk, software versioning, and analytics software

  • Travel as needed; may include weekends

What We'll Love About You

  • MBA degree preferred

  • A background with Enterprise Performance Management, Software Infrastructure Support, and/or multi-dimensional modeling

  • Experience with a B2B SaaS company in building and running a Customer Success, Consulting, Professional Services, or Account Management function at scale

  • Experience in engaging or working with all attributes in the customer success journey:

  • End-to-end journey map & processes

  • Activities for each step in the journey

  • Customer and internal personas that participate in the steps

  • Data required to drive the decision for each step

  • Expected outcomes and success metrics for each step

  • Tools & technology across the entire journey

  • Business acumen to help improve customer engagement and achieve their desired outcomes, while reducing the internal cost-to-serve, and improving the valuation of Siteimprove

  • Technical acumen to understand new trends in technology that would improve the customer's experience and business outcomes, while leveraging the capabilities of emerging technologies and innovation (e.g., AI/ML, blockchain)

  • Ability to set a clear vision and strategy, motivate and coach others, drive urgency and results, and exhibit humility

  • A track record of building trusted relationships with internal and external business leaders

  • Excellent Presentation skills

  • Ability to constantly exceed SLAs and improve processes

  • Strong contract negotiation and client management skills

What You'll Love About Us

Siteimprove is a people-centric company driven by the desire to make the internet better for all. We thrive on putting the customer first and developing the potential of our employees. Here, you’ll be surrounded by highly talented colleagues, which means there’s always someone to learn from. The many opportunities for personal growth that we offer are a direct consequence of the rapid growth we are experiencing as a company. Our amazing growth journey clearly shows that there’s big potential in creating a better and more inclusive web for all, which is what Siteimprovers do.

In addition, we hope you'll appreciate:

  • Great and Inspiring Company Culture. Read more about the Siteimprovers and our inclusive, people-centric culture in this section here: https://careers.siteimprove.com/culture/

  • Rest and Relaxation. 3+ weeks paid time off, 11 paid holidays, which includes 1 floating holiday of choice.

  • Comprehensive Benefits. National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!

  • Prepare for the Future. 401(k) with a company match to provide a better future in your retirement years.

  • Development Opportunities. We are growing which in turn provides opportunities to grow both personally and professionally.

How To Apply

Click on the APPLY NOW button to submit your application.

Equal Opportunity Employer – Minorities, Women, Disabled & Veterans Encouraged to Apply. “EEO is the Law” poster can be found at: https://www1.eeoc.gov/employers/poster.cfm.

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