Head Of Customer Success - Data Governance Saas - Series A - Fortune 500 Client List

Our staffing agency represents a privately-held Data Governance SaaS company that counts among its enthusiastic customer base JP Morgan Chase, IBM, Mayo Clinic, Morgan Stanley, Bayer, AetnaHealth, Capital One, Bristol-Meyers Squibb, and ThermoFisher Scientific.

This 35-employee, Series A firm ($15 million in funding), which is led by a Stanford MBA CEO who has been in his role since 2019, is seeking a Head of Customer Success to lead a small team that manages and expands their footprint with key strategic accounts. This is a remote role, although you must live in a preferred metro area.

Solution:

Our client plays a key role in helping organizations succeed with data governance. It provides agile solutions for managing information regardless of its structure, origin, or location. Their products use standards-based graph technologies—because connections are important. Making information easy to connect enables unparalleled flexibility for organizing, governing, and using it in today’s dynamic data environments.

Customers include many government agencies and Fortune 1000 companies in numerous industries including pharmaceutical, financial services, energy, and digital media.

Role:

* Responsibility for building out the Customer Success function, and implementing systems and processes for ensuring high retention and successful enterprise customer outcomes

* $150-160k+ base, plus variable compensation based on individual and company goals.

* Strong benefits and equity round out the compensation plan.

* You have 3+ years managing a team of Customer Success / Account Management / Consulting professionals; B2B SaaS experience is required.

* You’re at the top of our list if you have knowledge of semantic technologies and/or experience in enterprise applications, BI/analytics, big data, or data management solutions.

* Excellent time management and organizational skills required; you think strategically.

* You’re a direction setter and are comfortable with ambiguity. You like looking back after 6 months knowing that what you do today is more efficient than what you did back then.

Culture:

* One employee says they are “pioneers in the semantic web data integration area.”

* Young, energetic senior leadership team hails from Deloitte, Cornerstone, IBM, and NASA.

* They have 100+ YouTube videos, and they consistently post case studies, white papers, and blog entries.

* The Mayo Clinic raves: “The actionable information provided to our end users created a more seamless search experience.”

Official

Our team is looking for a Head of Customer Success to build out post-sales processes, and build a team to support them. You will be responsible to build relationships across our customer's organization, build and manage a team, and raise awareness of our platform. As an early member of our account management team, you’ll have a strong influence on building our approach and opportunities to grow. You may work remotely or join us in our Raleigh, NC office.

What you’ll be doing

• Architecting the company’s Customer Success playbook and building a team

Jointly build strategic account plans with customers and run periodic business reviews

• Prospecting and identifying new opportunities within existing customers, and managing complex deal cycles from lead origination through close

• Building and developing relationships within customer accounts with an eye towards building strong customer advocates at all levels of the organization (IT to user to Exec)

• Blueprinting and mapping up to raise awareness of our platform

• Coordinate all internal teams to ensure a seamless transition from Sales

• Develop a deep understanding of the business problems customers are trying to solve and advocate internally on their behalf (e.g., product, support, etc.)

• Identify opportunities for customer references and case studies

Your superpowers

• Dogged obsession over customer value - building relationships, understanding customer needs and how we are delivering value

• Keen listener possessing the “empathy gene”

• Having a “why not” mentality fueled by an innate curiosity to learn and apply technology to solve real world business problems

• Being able to keep many balls up in the air and prioritizing the important ones

• Foresight to envision systems and repeatable processes that save time and improve quality

Your currencies

• Excellence: You like to set goals and hit them. Numbers matter and you take them seriously.

• Building something new: You’re a direction setter and are comfortable with ambiguity. You like looking back after 6 months knowing that what you do today is more efficient than what you did back then.

• Relationships: You get joy from seeing others succeed.

• You have a proven track record of success in building the Customer Success function at a high-growth, early stage technology company; experience with data management platforms preferred

• Experience with enterprise relationship development

• Knowledge of semantic technologies and/or experience in enterprise applications, BI/analytics, big data, data management solutions

Our Values

• Boldly Customer-Centric. Every decision we make boils down what is best for the customer.

• Substance over Style. Focusing on flat hierarchy, being decisive, constantly improving, and taking feedback. May the best ideas win.

• Connections matter. A team that sticks together is unstoppable. Presume the best intent and inspire others.

• Trust & Flexibility. We are more than any one label. Remote-first, well-compensated (competitive salary, bonus, and extended benefits) teammates get better work done, smile more, have great work-life balance and, frankly, are more fun to work with.

• Having a “Killer app” mindset. Building technology to solve real problems. Work with your team, pick a lane, and run.