Customer Success Leader

Department – Pleasant Grove, Utah

Position Title: Customer Success Leader

Status: Full-time (Hybrid)
Location: ObservePoint Office – Pleasant Grove, UT
Department: Customer Success

About ObservePoint

At ObservePoint we have core values that guide us:

INNOVATIVE We continually explore & exploit new ideas

HUMBLE We acknowledge our need to grow individually and collectively

SCRAPPY We deliver great solutions with less

FRIENDS We value our relationships and the time we spend together

As a company we have identified six cultural beliefs each of us need to believe in order to reach our key results.

These beliefs are:

CUSTOMER OBSESSED I strive to understand and solve our customer’s problems.

DELIVER PRODUCT I ensure we deliver world-class product.

TAKE ACCOUNTABILITY I continually ask “what else can I do to achieve results?” and I refuse to blame others.

CREATE ALIGNMENT I align my daily work with company priorities in order to move fast.

CHOOSE OPTIMISM I choose optimism and celebrate meaningful achievement wherever I see it.

WIN TOGETHER I deliver results with agility and grit, so WE WIN TOGETHER!

What we do

Our mission is to help users govern their websites. We provide an automated platform that scans millions of web pages every day to perform deep analysis and validation of the world’s highest traffic websites.

Have you ever browsed a website only to find broken links, unexpected trackers, questionable privacy behavior, or slow pages? At ObservePoint, we make it our business to find these problems and report them to our customers, so they can deliver an excellent web experience for their users.

Who are our customers? Hundreds of the biggest brands in the world: Adobe, Asics, HP Enterprise, Pepsico, Texas Instruments, and US Bank (just to name a few).

Core Responsibilities at a glance

• Report to the VP of Customer Success
• Ensure happy customers and drive increased retention
• Hire, coach, and lead a technical team of CSMs
• Identify upsell and cross sell opportunities
• Work with the Product Team to automate and enhance the customer experience

As our Customer Success leader you will be critical in designing and executing a world-class post-sales customer journey to drive increasing value to our customers.

Responsibilities

• Hire, coach, and manage an international team of customer success managers. Developing and expanding their product, technical, and domain expertise.
• Collaborate closely with our Onboarding, Enablement, RevOps, Sales, Marketing, and Product team counterparts.
• Build and refine processes to drive deeper customer value while maximizing retention and identifying upsell and cross-sell opportunities.
• Motivate CSMs to perform in a fast-paced and ever-changing environment where new domain knowledge must be learned regularly.

• Report on team/individual results including retention and expansion forecast.
• Advise the VP of Customer Success on strategy and opportunities to maximize productivity.
• Play an active role in helping our company achieve Product Led Growth.

Requirements

• 5+ years working in Enterprise B2B SaaS Customer Success
• 2+ years of Customer Success Leadership experience building and managing high performing CSM teams in B2B SaaS
• Strong technical acumen with hands-on experience in front-end technologies and APIs; prior web development or software engineering experience preferred.
• Demonstrated ability leading a customer facing team — strong people management, coaching and development experience.
• Domain expertise in web analytics, tag management, or digital marketing technologies is a strong plus.
• Successful track record of consistent over-achievement
• Excellent verbal and written communication skills.
• High level of business acumen and understanding of how revenue leaders work and think

ObservePoint is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.