Leading the entire Customer Success Management team. This team is on the front lines of customer satisfaction and acts as a concierge for our customers, pulling in internal Zyda resources as needed and holding our team accountable for customer deliverables.
Attract high potential individual contributors into team, coaching team members, upleveling skill sets, and guiding the career paths of the CSM team. Create a rapid onboarding process for new team members.
Working cross-functionally with sales/marketing, product, and engineering to produce an amazing customer experience at every Zyda touchpoint
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores (NPS, CSAT, etc)
De-risking and defusing customer escalations
Implementing the tech stack your team needs to be successful (Vitally, Hubspot, Intercom, etc).
Growing customer advocacy by helping our customers realize significant value from Zyda, and then working with marketing and sales to help tell those stories
Define and optimize customer lifecycle, develop listening points in journey (e.g., usage, satisfaction, etc.). Standardize interventions for each point in journey (onboarding, upsell, pre-renewal period, etc).
