Head of Customer Success

Banyan Infrastructure is seeking a Head of Customer Success to lead their emerging CS team and deliver exceptional results for their customers. This role offers the opportunity to build and lead a team that plays a crucial role in achieving Banyan's mission and making a positive impact on communities worldwide. The successful candidate will be responsible for setting the vision and strategy for customer success, developing scalable processes, and establishing strong relationships with customers. They will also collaborate with internal teams to align the overall strategy and product with customer needs.

• Set the vision and strategy for customer success
• Build and execute plans to achieve the vision
• Develop scalable success processes and establish best-practice playbooks
• Build and lead the Customer Success organization
• Provide leadership and knowledge to set the team up for success
• Establish OKRs and manage the customer success and implementation teams against organizational goals
• Define the optimal customer lifecycle and map out the customer journey
• Oversee the customer feedback process
• Establish customer support functions for domestic and global customers
• Build and nurture relationships with customer leadership and key personnel
• Interface with engineering to effectively manage incidents and issues
• Develop a deep understanding of where Banyan can deliver business value to customers
• Collaborate with internal teams to align the overall strategy and product
• Define and measure customer success metrics across the customer base
• Passion for understanding customer needs
• Experience in B2B customer-facing roles and working with C-level executives
• Experience establishing and managing Customer Success and Implementation systems, best practices, KPIs, and playbooks
• Strong leadership and people management skills
• Experience hiring, developing, and leading a Customer Success team for high growth B2B SaaS companies
• Willingness to lead by example and serve as a player/coach
• Cultural and emotional intelligence to collaborate in a diverse environment with global reach
• Strong data-driven problem-solving skills
• Compelling verbal and written communication and presentation skills
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality work.

• Passion for customers and understanding their needs
• Experience in B2B customer-facing roles and working with C-level executives
• Experience establishing and managing Customer Success and Implementation systems, best practices, KPIs, and playbooks
• Leadership and people management skills
• Experience hiring, developing, and leading a Customer Success team for high growth B2B SaaS companies with a track record of success
• Willingness to lead by example and serve as a player/coach
• Cultural and emotional intelligence to collaborate in a diverse environment with global reach
• Strong data driven problem solving skills
• Compelling verbal and written communication and presentation skills to easily explain and discuss complex concepts with a wide variety of audiences
• Attention to detail and organizational skills to manage multiple work streams and deliver high-quality work.

• Ongoing opportunities for learning and professional development
• Opportunity to work on broader strategic customer strategy
• Collaboration with founders, executives, and cross-functional teammates
• Meaningful work on a product that accelerates clean infrastructure deployment
• Competitive compensation package ($180,000 - $220,000 OTE)
• Top tier health plans
• At work meal offerings
• Fitness benefits
• Flexible time off policy
• Flexible work arrangements
• Professional development opportunities
• Parental leave
• Centrally located headquarters in San Francisco, CA
• Equal opportunity employer