Responsibilities:

• Develop and execute overall customer success strategy to meet business goals, including customer retention, expansion, and satisfaction
• Lead, mentor, and develop a high-performing Customer Success team
• Serve as a primary advocate for the customer within the organization, ensuring customer needs and feedback are central to decision-making processes
• Establish and maintain performance metrics for all associated Customer Success functions
• Foster a Customer Service culture through active engagement, leadership, and a strong sense of accountability within the department
• Partner with key stakeholders in R&D, Customer Support, Implementation and business leaders across the organization to provide strategic insight and recommendations
• Manage the use of Salesforce and other related applications while scoping new tools
• Hands-on program management of Success initiatives and projects (e.g. Quarterly QBRs and planning processes, cross-functional OKRs, etc.)
• Build future strategies to improve Success at SpotOn including identifying and procuring new tools
• Manage and communicate processes and metrics to enable highly transparent, credible, and impactful functions
• Align with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, and more

 

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• High energy and motivation to achieve results, and willingness to be independently entrepreneurial and a self-starter
• 5+ years of relevant work experience in Hardware SaaS based Customer Success
• Strong qualitative, quantitative, and analytical skills, demonstrated by an ability to identify and use information and data to set goals and priorities
• High proficiency in G-Suite (Sheets, Slides, Docs) Salesforce, and industry-standard Project Management software required
• Ability to maintain composure in challenging, high-energy environments, and you help others to do the same
• Demonstrated experience operating in both an individual contributor, execution-focused role, as well as a leadership role growing and scaling a function and team
• A structured and detailed thinker  
• A passion for mentoring and developing others is a must
• History of excellent judgment and productive communication
• Experience presenting to senior leadership

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Compensation:

• Our base pay range starts at $120,000 -$160,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.