HEAD OF CUSTOMER SUCCESS 

SUMMARY

Since 2006, PEX has been on a steady march to build and evolve a solution that helps improve the way organizations manage spending, making them more efficient, nimble, and competitive.

PEX has evolved into a robust, secure SaaS solution with a deep suite of workforce spend management capabilities, advanced card controls, real-time visibility into card usage, and automated reconciliation processes. More importantly, we are providing a better, more effective solution for thousands of companies and hundreds of thousands of people in the workforce. We work each day to find new ways we can help our community of clients operate more efficiently. PEX is focused on ensuring it has the best and most appropriate solution in the market, especially for selected verticals including non-profits, faith-based organizations, entertainment productions/ events, and contractors. 

WHO YOU ARE

The Head of Customer Success plays an integral role in fostering a customer-oriented mindset for the entire organization. They will be responsible for building and optimizing processes for both the Success team and any customer-facing teams. This person will set the overall vision and strategic plan for the Customer Success Team, focusing on customer enablement, automation, product adoption, and driving growth through upsell opportunities. They will also focus on limiting churn by identifying and mitigating all customer behaviors that lead to revenue loss. 

WHAT YOU’LL DO

• Support and develop a high-performing team of Success Managers
• Work with Product and Engineering to build out Salesforce as the central customer view pulling in all relevant customer usage data and developing clear and actionable segmentation
• Build out and automate the customer lifecycle communications journey making sure customers are enabled through every step
• Work with Product and Engineering to develop a consistent and effective internal enablement process for all new releases
• Create quarterly OKRs in line with company directives to ensure traction with regards to moving customers to fund, order cards, and spend faster
• Work across the company to improve data integrity and governance for all customer-related actions
• Own and lead monthly webinars for customers across a variety of topics including but not limited to product releases, best practices, FAQs
• Create a channel of regular customer feedback to inform product development
• Work with product, sales, and onboarding to automate appropriate parts of the journey
• Expand our revenue in accounts through new sales and up-sell opportunities
• Drive operational practices to track the efforts and performance of teams and individuals
• Influence future lifetime value through higher product adoption, customer outcomes and satisfaction, and retention indicators and actions
• Serve as a leadership and escalation point of contact for customers 

REQUIRED SKILLS & QUALIFICATIONS

• Proven track record of successfully managing and growing customer relationships
• Minimum 3 years of management experience leading successful teams in a software or payments company. Minimum 5 years of professional experience
• Proven experience driving new and expansion sales, driving and automating software adoption, and leveraging customer success best practices
• Proven ability to develop processes and work cross-departmentally to drive adoption of those processes across an organization
• Demonstrated ability to lead a distributed team across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams across Sales, Marketing, Customer Onboarding, Product Marketing, Customer Support as well as C-level executives
• Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
• Able to be flexible and agile in responding to evolving business priorities
• Able to collaborate with external stakeholders
• Willing and able to address escalated client issues with speed and urgency
• Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment.
• Proven ability to drive results within a sometimes ambiguous environment
• Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations.
• Salesforce experience REQUIRED

BENEFITS

• 401(k)
• 401(k) matching
• Unlimited Paid Time Off (PTO)
• Health Insurance 
• Referral Program 
• Remote-First Work

We are interested in meeting with people who have experience in payments, SaaS, credit cards, expense, and disbursement management