Head of Customer Success

Periscope Data is a data analysis tool that unifies business data across multiple different data sources. By plugging into database, marketing and billing systems, it can show customers how email and SMS affect user retention; which sales channels produce the most loyal users; and how many users use both web and mobile frontends.

As Head of Customer Solutions, you'll lead the effort to enshrine our customer relationships, make them proactive, and make them process-oriented. You'll inherit the Customer Solutions team, and build the Customer Success team including its teammates, processes and metrics. You'll report directly to the CEO and have overall responsibility for reducing churn and increasing customer happiness.

* Create our Customer Success organization from scratch. Hire, manage, and grow the careers of the first team of Customer Success Managers. * Own Customer Success Outcomes. Reduce churn rates an increase renewal rates. Ensure high and increasing levels of customer happiness. * Take ownership of the end-to-end post-sale customer experience. Work closely with sales to tee up upsell opportunities, product & engineering to prioritize the product roadmap, marketing to ensure our message matches our customer value, and analytics to ensure we have world-class data driving our decisions. * Take on overall management of our incredible Customer Solutions Engineering team, a team of technical experts that consistently responds to customer tickets in 5 seconds (not a typo!) and averages 5.0 / 5.0 stars. * Map the customer journey and create metrics for measuring customer progress along the journey. Define the touchpoints along the journey. * Create and drive the process and metrics behind the Customer Success team. Create tracking metrics for the team and process for ensuring success against those metrics.

* You have had a key leadership role in Customer Success at a SaaS company of substantial scale. In this role, you played a key part in growing the Customer Success organization and making it successful. This experience has shown you how to grow a successful Customer Success organization that drives outcomes for the whole business. * You have a technical background or experience in a Customer Success role with a technical audience. You can empathize, and build credibility, with technical customers. * You have measurably reduced churn and increased renewal in your CS roles. You know which programs and processes you led that drove those success metrics. * You have successfully hired CSMs and made them successful. A couple of these CSMs will follow you to your next role. * You have a track record of working collaboratively cross-functionally. You are especially thoughtful about the best way for Customer Success and Sales to work together. * You're data-driven. You have strong opinions on the best metrics for Customer Success, and are excited to work with a world-class analytics team.