Customer Success Lead - Atlanta, United States - Longwood University

Description

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Customer Success Lead / Founding Team Member

We are searching for a Customer Success Lead to build out the foundations for Customer Success atDenim .

Being a capable contributor is critical, and you should be highly motivated to lead and build in a start-up environment.

You will work closely with our CEO, Chief Product Officer, VP of Engineering and broader team as we develop our technology platform and transform the experience of the deskless, hourly workforce.

Our team is remote and distributed across the Indianapolis, New York City and Washington DC areas. You should be willing to travel at least quarterly.
What you'll do
Manage the end-to-end customer journey.
Be the primary owner of multiple accounts at various stages of the customer journey
Own the adoption, growth and retention of our enterprise and mid-market customers, from onboarding to ongoing account management
Constantly refine the customer journey through data analysis and feedback
Act as the Denim product champion for our customers through successful configuration, training sessions, and demos
Collaborate with the executive team to build out Denim's customer success strategy.

Partner with leadership to define core processes to manage customer relationships and meet customer needs
Define and refine Denim's account engagement metrics (feature adoption, user growth, etc.) and success criteria
Develop enablement processes, materials and documentation to position Denim for scalability
Champion the voice of Denim's customers.

Collaborate closely with product and engineering to inform product roadmap based on customer feedback and value
Work extensively within the Denim platform to ensure customer configuration, automation and design effectiveness.
What you've done

You have 3-5+ years of direct customer management experience, preferably in Customer Success, Account Management or Sales at a B2B SaaS company
Prior experience working in a fast-paced startup environment
Demonstrable experience in managing and scaling a book of business
Built customer success playbooks/processes
Leveraged data to define success metrics and optimize customer experience
Skills & Personal Characteristics

You have exceptional verbal and visual communication abilities
You carry an entrepreneurial mindset and a keen desire to solve real business problems
You are comfortable with the uncertainty and ambiguity inherent to early-stage business creation
You are passionate about customers and confident translating value to design and development initiatives
You are excited to be part of a founding team and ready to stretch as needed to support the needs of an early-stage business
Compensation

Competitive cash compensation and meaningful equity
Individuals of all genders, race, sexual orientation, nationality, ability, veteran status, and educational background are strongly encouraged to apply.

At this time, we do not sponsor applicants for work visas.
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