Head of Customer Success, PCS

Management Level

Role Overview:

As the Head of Customer Success, you will play a transformative role in ensuring the success and satisfaction of our customers. In this pioneering position, you will begin as an individual contributor, focused on initiating the foundation for customer engagement and building a repeatable process that will later facilitate team expansion. You'll be entrusted with fostering strong relationships with our customers, primarily administrators within private companies, who rely on Astrella, our cap table management platform, to oversee equity, options, investors, employees, and other vital stakeholders. Your primary mission is to empower these administrators for success.

Key Responsibilities:

Customer Engagement Strategy: Develop and execute a comprehensive customer engagement strategy, laying the groundwork for customer success and contentment. Assume the role of a trusted advisor to key accounts, cultivating solid relationships with executive stakeholders.

Team Development: As the organization evolves, you will evolve with it, eventually leading and nurturing a team of Customer Success Managers. Your mentorship, guidance, and coaching will be instrumental in helping them excel in their respective roles.

Voice of the Customer: Act as the advocate for the customer within the organization, contributing to the shaping of product development, features, and enhancements based on valuable customer feedback.

Retention and Growth: Strategically drive customer retention and expansion initiatives by identifying opportunities for upselling and cross-selling. Collaborate closely with the sales team to capitalize on these opportunities.

Customer Health Assessment: Create and implement customer health scorecards, actively addressing any issues or concerns to guarantee customer satisfaction and long-term loyalty.

Data-Driven Insights: Leverage data analysis to uncover trends, decipher customer behavior, and pinpoint areas in the customer journey where improvements can be made.

Knowledge Base Development: Lead the charge in establishing and expanding our customer knowledge base. Develop and maintain comprehensive documentation, tutorials, and resources that empower customers to make the most of our software. Ensure the knowledge base remains up-to-date with the latest product information and best practices.

Qualifications:

• Proven track record of leading a Customer Success team in a B2B SaaS environment.
• Strong understanding of SaaS metrics, including ARR, churn, NPS, NRR, and Expansion numbers.
• Exceptional communication and relationship-building skills.
• Experience using Hubspot as single source of truth for customer interaction.
• Analytical mindset with the ability to use data to drive decisions.
• Demonstrated ability to work collaboratively across teams.
• Passion for technology and a desire to stay up-to-date with industry trends.
• Bachelor's degree or better in business, marketing, or a related field is preferred but experience can substitute for degrees.

Equal Opportunity Statement

We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.

Covid Policy

EQ is committed to providing and maintaining a workplace that is free from known health hazards. Employees hired into client facing roles or those requiring business travel, may be required to be vaccinated against COVID depending on client requirements and travel restrictions. All current and future EQ employees are required to adhere to all health, safety and environmental policy and procedure requirements as a condition of employment.