Head Of Customer Success

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Who We Are...

About Us

SmartVault is a cloud-based document management and file sharing solution for small-to-medium sized businesses, professional accountants and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK and Australia/New Zealand markets.

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher value activities in their business or personal life. Learn more about our business and our values.

Benefits Of Working At SmartVault

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working.

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services and tackle the diverse and exciting challenges we face.

The Role

Reporting to the Director of Customer Success, this role will lead a team of Customer Success Managers that both support new customers and existing customers. The objectives and key results of the role include:

• Driving VOC for Customer Success
• Improving net retention and expansion.
• Driving active usage and adoption.
• Building a Customer Success Team.

Above all, this person should be focused on helping SmartVault customers get the most value possible out of SmartVault. The candidate will be expected to drive and define the teams' focus and processes in this role.

To be successful in this role, the candidate must have a customer-centric mindset, motivate and develop customer success managers and use data to drive team direction.

The candidate should also be prepared to work directly with customers alongside Product, Sales, Marketing, and fellow Customer Success Managers. This is an opportunity for a candidate to join a collaborative management team and help define the future of Customer Success at SmartVault.

Key Responsibilities

• Work closely with customers to understand their business goals and help them achieve those by using our software.
• Meet and exceed customer satisfaction and retention goals.
• Develop and maintain strong relationships with customers, understanding their needs and ensuring their success with our products.
• Collaborate with the sales team to ensure seamless transition of accounts into the implementation phase and maintain account health post-implementation.
• Partner with Marketing, Technical Support, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth.
• Provide continual evaluation of methods to improve operations, efficiency, and service to both internal and external customers.
• Hire, train, develop, and retain talented engaged Customer Success Managers.
• Track customer activity to identify churn risk and work proactively to eliminate that risk, while simultaneously identifying upsell opportunities.
• Serve as the primary point of contact for customers, addressing their queries and coordinating with internal departments for resolution.
• Conduct regular business reviews and present to customer success metrics.
• Ensure Customer Success Managers have appropriate training and development to perform their jobs, use data to track KPIs, forecast retention, and create customer insight.
• Provide insights to the product team based on customer feedback and data to drive product development.

Essential Skills

• Work closely with the global CS team to solve problems collaboratively.
• Track record of proactively resolving escalated client service issues while sharing insights with the organization.
• Excellent communication and relationship-building skills.
• Ability to handle multiple tasks simultaneously and prioritize work.
• Strong problem-solving skills and the ability to work cross-functionally.
• Experience establishing and growing relationships with all levels within enterprise organizations from Director to C-Suite.
• Ability to identify customer needs and challenges and align them with product functionality.
• Strong understanding of customer success principles, approaches, and considerations.
• Minimum of 5 years of experience in a customer-facing role within a comparative environment.
• Strong leadership skills.