Head of Customer Success
over 2 years ago
Full time role
Job Description
StreetLight pioneered the use of Big Data analytics to help transportation professionals and data analysts measure, analyze and improve transportation. Applying proprietary machine-learning algorithms to location data from mobile phones, vehicle navigation devices and IoT, StreetLight sheds light on travel patterns and makes them available on-demand via the world’s first SaaS platform for mobility, StreetLight InSight®. From measuring traffic volumes to optimizing new infrastructure to planning for autonomous vehicles, StreetLight powers more than 10,000 projects every month.
Position summaryThe Head of Customer Success reports to the VP of Customer Care at StreetLight Data. This position is responsible for ensuring customer renewals, collaboration with the Sales Team and the entire Customer Care organization to ensure account growth, developing and improving the customer success organization’s processes, execution and personnel in a manner that delivers high levels of customer satisfaction and creates strong internal operational efficiencies. Position Responsibilities:Business LeadershipAs a business leader driving outcomes aligned to corporate goals, you will:· Develop with consultation from sales, retention marketing, finance and senior leadership, a business plan for your department that supports the achievement of corporate goals and deliver high levels of customer satisfaction, revenue retention and expansion, including: o Achieving revenue targets from customer renewals o Developing, testing, launching and maintaining customer onboarding offerings o Managing employees daily performance and collaborating with your leadership to establish salary and bonus structures that support StreetLight’s operational and financial goals. You will work with HR to develop appropriate growth opportunities within the team, and maintain a data-drive capacity model to guide hiring needs for the team. o Setting team OKRs (Objectives and Key Results) that align with both Customer Care’s and StreetLight Data’s overall corporate OKRs, especially as relates to meeting corporate objectives for revenue retention and expansion, customer satisfaction, and operational efficiencies. You will measure and appropriately report out on team OKRs and progress towards attainment of operational and financial goals. o Create and maintain systems of continuous improvement across your team and in collaboration with other StreetLight teams that: - Leverage the collective skills, knowledge and experience of team members - Rapidly assimilate learnings to develop best practices - Produce high quality work products aligned with corporate messaging - Ensure maximal operational efficiencies and customer satisfaction Customer Success LeadershipAs the leader of the organization that is responsible for onboarding and engagement programs as well as critical customer renewals, you will initially grow and manage a team of 6 and collaborate with them to collectively achieve the following: · Achieve timely renewal revenue (both ARR and MRR) targets and customer account churn targets · Partner with Sales team to drive upsell and expansion opportunities at named customer accounts · Develop and maintain action plans and playbooks to provide guidance to team members on essential activities, including Kick-off Kits, Executive-level QBRs, ROI development, user onboarding and adoption. · Work closely with VP Customer Care and other executives to expand Customer Success to address and adapt to different customer segments with varying levels of high versus low touch activities, developing strategies to ensure customer satisfaction while supporting organizational profitability goals. · Leverage technology to help scale team processes as StreetLight’s customer base grows; automation will be particularly important. · Develop account assignments and bandwidth management processes for the team.· Develop and report on customer health metrics, with initial focus on VIP customers. · Serve as a point of escalation for team on any major customer issues, and work cross-functionally with leaders of other teams, particularly Product Support and Services to determine best resolution· Work collaboratively with heads of Product Support, Training and Documentation teams. Help develop and maintain efficient processes so that team members across the Customer Care organization are able to work together effectively in ensuring customer satisfaction and successful use of customer’s StreetLight subscriptions. · Contribute to strategic initiatives within the company, such as Customer Journey, Persona development, and Voice of Customer work Qualifications· Bachelor's degree required, preferably in a technical field such as civil engineering, transportation planning, information technology or related. · Direct, personal experience providing account management or customer success work for public agencies in North America.· Direct experience running a sales or customer success organization is a strong plus.· Familiarity and experience with software business models and SaaS is a strong plus. · Proven ability to hire, onboard, manage and ensure ongoing skills and knowledge development across teams of 5 people or more.· Ability and willingness to develop product expertise for StreetLight Data’s mobility platform, applications and new products as they come online. This position is expected to lead from the front with their grasp of product knowledge and commitment to continuous learning. · Management experience dealing with a range of employees from new college graduates to seasoned professionals, understanding of how to build successful team-based organizations that are aligned to corporate goals and operate with high efficiency and morale.· Comfortable operating in a fast paced, multitasking environment that requires rapid context switches for successful execution.· Strong presentation and communication skills in all forms - written, verbal, in-person.
Interested? StreetLight Data offers a competitive salary and benefits package.
StreetLight Data is an equal opportunity/affirmative action employer. StreetLight Data provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Position summaryThe Head of Customer Success reports to the VP of Customer Care at StreetLight Data. This position is responsible for ensuring customer renewals, collaboration with the Sales Team and the entire Customer Care organization to ensure account growth, developing and improving the customer success organization’s processes, execution and personnel in a manner that delivers high levels of customer satisfaction and creates strong internal operational efficiencies. Position Responsibilities:Business LeadershipAs a business leader driving outcomes aligned to corporate goals, you will:· Develop with consultation from sales, retention marketing, finance and senior leadership, a business plan for your department that supports the achievement of corporate goals and deliver high levels of customer satisfaction, revenue retention and expansion, including: o Achieving revenue targets from customer renewals o Developing, testing, launching and maintaining customer onboarding offerings o Managing employees daily performance and collaborating with your leadership to establish salary and bonus structures that support StreetLight’s operational and financial goals. You will work with HR to develop appropriate growth opportunities within the team, and maintain a data-drive capacity model to guide hiring needs for the team. o Setting team OKRs (Objectives and Key Results) that align with both Customer Care’s and StreetLight Data’s overall corporate OKRs, especially as relates to meeting corporate objectives for revenue retention and expansion, customer satisfaction, and operational efficiencies. You will measure and appropriately report out on team OKRs and progress towards attainment of operational and financial goals. o Create and maintain systems of continuous improvement across your team and in collaboration with other StreetLight teams that: - Leverage the collective skills, knowledge and experience of team members - Rapidly assimilate learnings to develop best practices - Produce high quality work products aligned with corporate messaging - Ensure maximal operational efficiencies and customer satisfaction Customer Success LeadershipAs the leader of the organization that is responsible for onboarding and engagement programs as well as critical customer renewals, you will initially grow and manage a team of 6 and collaborate with them to collectively achieve the following: · Achieve timely renewal revenue (both ARR and MRR) targets and customer account churn targets · Partner with Sales team to drive upsell and expansion opportunities at named customer accounts · Develop and maintain action plans and playbooks to provide guidance to team members on essential activities, including Kick-off Kits, Executive-level QBRs, ROI development, user onboarding and adoption. · Work closely with VP Customer Care and other executives to expand Customer Success to address and adapt to different customer segments with varying levels of high versus low touch activities, developing strategies to ensure customer satisfaction while supporting organizational profitability goals. · Leverage technology to help scale team processes as StreetLight’s customer base grows; automation will be particularly important. · Develop account assignments and bandwidth management processes for the team.· Develop and report on customer health metrics, with initial focus on VIP customers. · Serve as a point of escalation for team on any major customer issues, and work cross-functionally with leaders of other teams, particularly Product Support and Services to determine best resolution· Work collaboratively with heads of Product Support, Training and Documentation teams. Help develop and maintain efficient processes so that team members across the Customer Care organization are able to work together effectively in ensuring customer satisfaction and successful use of customer’s StreetLight subscriptions. · Contribute to strategic initiatives within the company, such as Customer Journey, Persona development, and Voice of Customer work Qualifications· Bachelor's degree required, preferably in a technical field such as civil engineering, transportation planning, information technology or related. · Direct, personal experience providing account management or customer success work for public agencies in North America.· Direct experience running a sales or customer success organization is a strong plus.· Familiarity and experience with software business models and SaaS is a strong plus. · Proven ability to hire, onboard, manage and ensure ongoing skills and knowledge development across teams of 5 people or more.· Ability and willingness to develop product expertise for StreetLight Data’s mobility platform, applications and new products as they come online. This position is expected to lead from the front with their grasp of product knowledge and commitment to continuous learning. · Management experience dealing with a range of employees from new college graduates to seasoned professionals, understanding of how to build successful team-based organizations that are aligned to corporate goals and operate with high efficiency and morale.· Comfortable operating in a fast paced, multitasking environment that requires rapid context switches for successful execution.· Strong presentation and communication skills in all forms - written, verbal, in-person.
Interested? StreetLight Data offers a competitive salary and benefits package.
StreetLight Data is an equal opportunity/affirmative action employer. StreetLight Data provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Similar jobs
Mobilizing talent for a climate positive world