If you are passionate about helping customers succeed and want to drive growth for a well known technology company, here is your chance!
Given Raygun's subscription based business model, Customer Success is vital to our long-term profitability. We can only be successful if our customers are receiving value from our services.
As such, we're looking for an experienced leader to own driving success for our customers. This role includes responsibilities for all Customer Success activities and outcomes - i.
e. retention and expansion.
This is a hands on role, so you'll need to be comfortable leading from the front, learn every aspect of our products, conduct team training and customer webinars and build scalable processes.
If you are a proven, technically minded, senior customer success professional looking to take the leap into the next stage of your career, this is your opportunity to bring in your skills, experience and knowledge to a team of passionate customer success professionals to help Raygun achieve it's ambitious growth targets.
The kinds of things you'll be doing :
Reporting to the VP of Growth, you will bring creative ideas and a high standard of execution to improve engagement and retention of our customer base.
Identify opportunities for account expansion and re-engagement with at risk accounts.
Use Salesforce to report upon Customer Success objectives and give visibility into how customer success activities are contributing to revenue growth and product usage
Conduct webinars and customer training sessions as a knowledgeable expert in our suite of monitoring products
Manage the wider customer success team and set the team's culture, activities, strategy and performance
Work with marketing and technical teams to produce or advise of educational content that we can create to deliver better outcomes to customer
Experience in leading B2B customer-facing teams and understanding of SaaS metrics
Self starting, driven, enthusiastic and creative leader with the ability to inspire others
Strong written and communication skills
Strong knowledge of technology and tools (We use Salesforce, Autopilot, Zoom, Slack and you should be familiar with some / all of them or their comparative products)
An interest or previous experience with developer tools, software development practices etc (we sell technical products to technical teams)
Strong empathy for customers and passion for revenue and growth
Analytical and process-oriented mindset
Strong written, verbal and presentation skills
Self-motivated, willing to go the extra mile
Flexible schedule (your team and customers may be remote!)
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption
Product focused webinars
Feature launch campaigns
Reporting on effectiveness of Customer Success to the Leadership Team
Attract and recruit high potential individual contributors into team
Create onboarding process for new team members
Foster collaboration within team and the wider company
Encourage continuous learning within your team
Leverage automation to improve your team's efficiency customer reach
Create company-wide culture of Customer Success
Collaborate with Marketing around marketing to existing clients
Collaborate with Product around customer feedback to help inform the product roadmap
Collaborate with Business Development around growth opportunities
Drive company-wide discussions and definition of ideal customer
Create company-wide customer feedback loop
You'll work closely with a team of genuinely nice people, who will support you.
You’ll get to up-skill and learn new things from other team members, and share your knowledge.
Ability to influence growth and clearly see your impact.
Become part of a growing company where you can shape the future of our work processes.