Senior Customer Success Manager

Heidrick & Struggles is building our first-ever Customer Success Team. The vision for the team is to be laser-focused on product adoption, retention & renewals, account expansion, client advocacy, and value creation. You will be responsible for driving the customer success strategy within your assigned portfolio of enterprise accounts. This is expected to include pre-sales consulting support, client onboarding & adoption, enablement, change management, success plan creation, quarterly business reviews, renewal, and account growth preparation and completion, and client loyalty and advocacy. This is a great opportunity to build on top of an already world-class organization.

This Senior Level position will guide customers to recognize value through product adoption and service utilization across their owning life cycle. You will use a data-driven approach to monitor customer health and uncover insights that drive proactive and prescriptive action, leading customers to renew, expand and advocate our product suite. Your success in this role will ultimately be measured by your ability to reduce churn, increase customer growth and promote customer stickiness.

Specific responsibilities include:

• Establish a partnering relationship across the customer's organization, from Executive Sponsors to day-to-day contacts.
• Facilitate adoption of Heidrick SaaS solutions through discussions about the company's business goals and objectives and develop success plans to help customers increase their investment value.
• Manage renewals from start to finish, including pricing discussions and working with our legal team to ensure contractual compliance.
• Build broad relationships internally with key account contacts within Executive Search and Heidrick Consulting, as well as partners on the Sales, Managed Services, Product Management, and Engineering teams with the goal of providing the best service to clients.
• Conduct high-level conversations with C-Suite, VP, and Director level executives of external customers to understand business needs and align a customer journey to those needs.
• Engage customers in marketing activities such as case studies, white papers, reference calls, and participation in Heidrick customer events.
• Be aware of changes within the customer organization to proactively address any challenges that might impact the use of Heidrick solutions.
• Partner with Direct Sales and Solution Sales teams to identify growth and expansion opportunities within your account base.
• Partner with Product Management and Engineering to bring the voice of the customer into the organization to help shape the future product roadmap, continuously improving our products and services.

The Person

Qualifications & Experience:

• Ability to evaluate complex issues where analysis of situations or data requires an in-depth knowledge of both Heidrick and our client’s business.
• Demonstrate a proven track record of closed renewals, client satisfaction, & client value creation.
• Experience with the Human Capital Management and/or Leadership Development industry preferred.
• Be an innovator that will help our team discover new ways to contribute to Tech Solutions's success and adjacent lines of business.
• CRM and/or Customer Success Software experience preferred.
• 6+ years of Customer Success Experience, preferably leading client relationships with large enterprise accounts in a SaaS or technology environment.
• Demonstrate a proactive approach to customer success and account management to ensure few surprises and timely renewal of subscriptions.
• Bachelor’s degree required; Master’s degree preferred.
• Work effectively managing and leading key accounts with various internal and external stakeholders.
• Drive a philosophy of client satisfaction through a business outcome-oriented approach.
• 5+ years of experience managing critical customer issues with senior management.

Heidrick & Struggles is an equal-opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.