Head of B2B Customer Success

Job Description

WHAT WE DO

Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization’s frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies’ bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth.

 THE ROLE

We are seeking a dynamic Head of B2B Customer Success to run our B2B customer success team. This role is pivotal to the continued growth and success of the company. This role demands an ambidextrous operator / strategic thinker with excellent relationship-building skills, a strong understanding of SaaS customer success, an exceptional customer retention rate, and a passion for our mission.

Responsibilities:

• Develop and implement a comprehensive customer success strategy that aligns with our mission and business objectives.
• Serve as key person accountable for ensuring customer needs are met as they arise by leading & mobilizing internal teams & resources accordingly.
• Leverage data to monitor customer health and satisfaction, using these insights to inform strategy and decision-making.
• Develop, own, and manage the creation of quarterly and annual strategic account plans for each of our customers with a relentless focus on value creation.
• Own and manage all contract renewals, creating strategies to ensure high renewal rates and customer satisfaction.
• Identify opportunities for business expansion within our existing client base, and develop strategies to capitalize on these opportunities.
• Take ownership of ensuring our Customer Success team prioritizes understanding the industries and departments/divisions of our B2B partners, including relevant macro, industry, company-specific, and division-specific context as key inputs to our strategy and value creation with each account.
• Lead, coach, and develop a team of B2B customer success managers, setting clear objectives and ensuring team performance meets or exceeds expectations.
• Build strong relationships with key customer stakeholders, becoming a trusted advisor and ensuring they realize the full value of our platform.
• Collaborate closely with the product, operations & sales teams to align on customer needs, feedback, and potential improvements.
• Be obsessed with the customer, reinforcing a customer-centric culture and ensuring that customer feedback and needs are at the forefront of our strategic decisions.

Qualifications:

• A minimum of 10 years of relevant customer-centric experience with at least 5 years in a leadership role in an enterprise B2B company and at least 2 years experience with growth-stage startups and achievement both in Account Management and Customer Success functions. A strong preference for prior experience building and running a customer success team.
• A stellar track record of building and growing relationships within existing clients that results in revenue growth.
• Proven ability to anticipate customer needs and operational issues before they arise.
• Demonstrated ability with existing clients to build strategic relationships with other senior stakeholders in order to extend our influence, lay the groundwork for expansion, and to hedge against the departure of any current stakeholder.  
• Ability to translate these needs into action by galvanizing the right internal teams & resources, anticipating upstream & downstream implications, and following through to fully problem-solving issues to resolution.
• GSD mentality: Scrappy problem solver, demonstrating bias-to-action and ability to operate at high speed in a fast-paced startup environment; player-coach mentality of enjoying a combination of thinking high level & digging in with individual contributions
• Strong storytelling, presentation, data analytics & data visualization skill sets to inform strategy and communicate effectively and persuasively back to the customer.
• Ability and passion for understanding the industries and departments/divisions of our B2B partners to ensure our customer relationships, strategy, and value-add are well-informed by this macro, industry, and business context.
• Ability to establish respect and rapport with key leaders and decision-makers from our customer accounts as a strategic thought partner in our work together.
• Excellent interpersonal and relationship-building skills, with a proven track record of building strong relationships with key stakeholders at multiple levels of seniority.
• Prior experience building & managing high-performing teams.
• Passion for our mission of helping frontline team members succeed and advance in their careers.

What We Offer: 

• Competitive salary and commission structure
  • Zone 1: $166K-192K salary, $221K-$265K OTE
    Zone 2: $149K-173K salary, $199K-239K OTE:
    Zone 3: $133K-154K salary, $177-212K OTE
• Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
• Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
• Comprehensive benefits package
  • 100% employer-paid medical, dental, and vision insurance coverage for you and 50%  for your partner/spouse and dependents
  • Health, commuter, and parking flexible spending accounts
  • Employee Assistance Program (mental health, financial health, legal support, and more)
  • Free access to wellbeing apps like Ginger and Headspace 
  • Flexible paid time off and paid holidays
  • Generous paid parental leave 
  • Short and long-term disability insurance
  • Annual professional development budget
  • Company-provided laptop
  • Remote-first culture
  • Life insurance (100% company paid)
  • 401(k)

COMMITMENT TO DIVERSITY AND INCLUSION

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal-opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.