Head of Customer Success (Remote)

trane technologies•Newton, MA

1d•$143,513 - $231,200•Remote

About The Position

As Nuvolo's Head of Customer Success, you will lead Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients, while maximizing retention and expansion opportunities. You will build a high performing team to ensure client satisfaction for all Nuvolo customers, while growing and mentoring members of the Customer Success team across multiple tiers. You will be responsible for leading a team focused on maximizing retention, identifying potential areas of expansion, and increasing engagement, advocacy, and references in our customer base. You will also oversee key executive relationships with our most strategic customers, ensuring maximum value and adoption is attainted by our platform capabilities.

Requirements

10+ years’ experience in a Customer Success Leadership position, handling highly complex issues; strong leader with a track record of building and growing high performing teams
Outstanding communication skills at the C-Level: Both Written and Verbal Communications; Influences Without Authority and Manages Stakeholders Effectively
Deep experience leading and responding to complex critical incidents; You have demonstrated the ability to manage multiple initiatives at one time
Technical knowledge of complex systems
Previous experience directing and maximizing the benefits of collaborating with global teams
Excel in problem solving and have strong analytical skills, leverage data to drive decisions, and continuous improvement
You are a strong collaborator, communicator and work well cross-functionally
You have strong organizational skills and pursue measuring the impact of you and your team’s performance

Responsibilities

Own customer retention, Net Revenue Retention (NRR), and expansion goals across our customer base, and in collaboration with our sales and Go-To-Market strategy
Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability
Develop and execute a scalable customer success strategy that ensures customers realize maximum value
Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities
Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals
Execute an industry-leading customer health scoring framework to predict risks and opportunities
Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized
Build, scale, and mentor a world-class Customer Success team, including customer Success Managers and Partner Success Managers
Define career paths and develop talent through training, coaching, and performance management
Foster a customer-first culture that aligns with key business objectives
Optimize the customer journey from onboarding to renewal and expansion
Build cross-functional relationships within Nuvolo to create a unified customer experience
Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for our most high-value customers.
Identify and develop key customer advocates, collaborating with the Marketing organization to generate case studies, referrals, and success stories that maximize Nuvolo’s brand in the industry.
Partner with Sales to ensure smooth customer handoffs occur, and there is optimal alignment on expansion strategies
Work closely with Product & Innovation leaders to deliver actionable customer insights that help influence our roadmap
Collaborate with marketing to drive customer engagement, content strategy, and advocacy programs
Align with Support and Professional Services to ensure a seamless post-sales experience
Work with other department leaders and teams to coordinate Path to Green efforts and ongoing delivery, support and operations
Mature the Customer Success playbook and account development strategy and provide senior management sponsorship to selected accounts
Evolve metrics and KPIs that showcase growth opportunities and engagement success
Own the narrative on customer success metrics, ensuring accurate forecasting of retention and expansion
Leverage Customer Success technology (e.g. Gainsight, Salesforce, etc.) to automate and scale engagement with customers and to optimize internal use
Continuously refine CSM playbooks, workflows, and reporting for efficiency and effectiveness