Customer Success Lead
Customer Success Team
We’re looking for a Customer Success Lead to help customers realise the value in their YC investment as a leader in our Customer Success team.
Reporting to the Head of Customer & Growth, you will be responsible for driving increased value, retention, customer satisfaction, and ultimately expansion of the YC footprint.
A little about the role:
- Managing, leading and driving the customer success squads, with a focus on our newest product
- Building proactive and collaborative relationships internally across product, sales, engineering, data and marketing to facilitate an exceptional customer experience
- Guiding customers over their hurdles, delivering value through proactive and programmatic customer engagement
- Creating initiatives to drive customer satisfaction, adoption and expansion
- Creating feedback loops and formulate requirements for our internal technical and go to market teams
- Developing and monitoring customer, performance and service metrics for areas of focus and KPIs
- Custodian of the relationship with key customer contacts
- Implementing, improving and standardising key processes to ensure a seamless and delightful journey for customers
A little about you:
- High level of empathy for the customer
- Proven success in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience
- Proven track record in managing high performance teams
- You are highly organised and can manage contending priorities at once
- Strong problem-solving skills
- Able to work with other functions to drive business goals and customer outcomes
- Have a proven track record of delivering and implementing solutions
- Flexible and adaptable mindset with desire to grow with us
- Experience with one of the following: agile ways of working, project management, software/ tech industry
Customer Success at Yellow Canary
Our customers are at the centre of everything that we do, and our Customer Success team embodies that value. They operate at the intersection of technology and customers, working closely with our Data and Engineering teams to help make wage compliance easy for the YC community. Our Customer Success team also drives our growth, building and maintaining our strategic relationships with our partners and driving new platform features and solutions.