Coach Jobs

About The Position

Requirements

• 10+ years of leadership experience in Customer Success, Professional Services, Support, Technical Account Management, or related post-sale functions.
• 5+ years in a senior leadership role with responsibility for multiple customer-facing teams.
• Proven success leading a complex B2B post-sale organization in a growth-oriented environment.
• Strong experience building scalable customer success and service delivery models.
• Demonstrated track record improving retention, customer satisfaction, service quality, and operational performance.
• Experience partnering cross-functionally with Sales, Product, Finance, and Operations.
• Strong executive presence with the ability to engage customers, coach leaders, and influence company strategy.
• Strong analytical, operational, and organizational leadership skills.
• Experience with CRM, project management, support, and customer success platforms preferred.

Nice To Haves

• Experience in a solution-based, services-enabled, or technology-enabled business.
• Experience managing both recurring customer success motions and project-based delivery teams.
• Experience leading organizations through scale, transformation, or operating model change.

Responsibilities

• Lead and develop the overall Customer Success organization, including Customer Success, Professional Services, Procurement, Technical Account Management, and Customer Support.
• Establish a clear operating model across the customer lifecycle, with defined handoffs, ownership, service levels, and success metrics.
• Build a scalable organization with strong leadership, role clarity, talent development, and performance accountability.
• Serve as a key member of the leadership team, contributing to company strategy, growth planning, and cross-functional execution.
• Own the post-sale customer journey from contract handoff through implementation, go-live, adoption, value realization, renewal, and expansion support.
• Ensure customers have a consistent experience across all delivery and support touchpoints.
• Create a process for identifying risk, driving intervention plans, and improving retention and customer health.
• Lead implementation and onboarding strategy to ensure projects are delivered on time, on budget, and with high customer satisfaction.
• Standardize implementation methodologies, project governance, documentation, and resource planning. Improve services quality, utilization, gross margin, and repeatability while preserving strong customer outcomes.
• Partner with Sales and Solution Architect teams to improve transition quality from presale to delivery and reduce implementation risk.
• Oversee the Technical Account Management function as a strategic bridge between technical delivery, adoption, optimization, and customer advocacy.
• Ensure customers receive proactive technical guidance, issue prevention, and best-practice recommendations.
• Partner with Product, Engineering, and Support to escalate, prioritize, and resolve strategic customer issues.
• Use TAM insights to identify product gaps, adoption barriers, and upsell or expansion opportunities.
• Own the customer support strategy, including service model, case management, escalation processes, responsiveness, and quality standards.
• Establish and manage support KPIs such as response times, resolution times, customer satisfaction, and escalation trends.
• Improve the support experience through process optimization, knowledge management, tooling, and root-cause analysis.
• Ensure the support function is both reactive when needed and increasingly proactive in preventing recurring issues.
• Partner with Sales on renewal strategy and account growth, ensuring strong adoption, executive relationships, and measurable realized value.
• Build the processes, health scoring, customer reviews, and forecasting needed to improve gross and net retention.
• Identify churn risks early and lead save plans for at-risk customers.
• Support expansion by ensuring customers are referenceable, successful, and ready for broader adoption of solutions and services.
• Partner with Sales to ensure strong post-sale transitions, accurate expectation setting, and alignment on account strategy.
• Partner with Product to communicate customer needs, product gaps, support trends, and strategic feedback.
• Partner with Revenue Operations and Finance to improve forecasting, reporting, capacity planning, and lifecycle efficiency.
• Collaborate with Marketing and executive leadership on customer advocacy, references, case studies, and voice-of-customer programs.
• Define and manage a KPI framework for the full post-sale organization, including onboarding performance, adoption, customer health, support quality, retention, expansion readiness, and services profitability.
• Build dashboards, business reviews, and operating cadences that provide visibility into team performance and customer outcomes.
• Drive process discipline, standardization, and continuous improvement across all post-sale functions. Use data to inform decisions on staffing, coverage, prioritization, and investment.