HEAD OF CUSTOMER SUCCESS (SAAS)

IN-PERSON, DURHAM, NC

In Search of Passionate Customer Success Leader for Leading SaaS company

What is a Passionate Customer Success Leader?

To us at ValueCore, passionate means:

• You build and maintain deep conviction about the value of our solution to transform our customers’ business
• You desire to know our customers’ working environments intimately
• You are okay churning “bad fit” customers, but you have a high bar for “bad fit”
• You hire people who demonstrate that they want to learn and improve
• You don’t settle for mediocrity in any aspect of your role
• You see opportunities for expansion in every discussion
• You embrace that we operate in an ecosystem of SaaS tools, and our best customers want to utilize a best-in-class SaaS stack that is well integrated

We can detect your passion through the examples you share around building customer intimacy, expanding accounts, and hiring and on-ramping your team.

We are seeking a player-coach, who will own their own accounts on day 1, and manage and hire more people over time with demonstrated success.

KEY RESPONSIBILITIES:

Develop Account Strategies:

Can you create and implement strategic account plans that align with customer goals, ensuring they get the most value from our platform?

Conduct Quarterly Business Reviews (QBRs):

Imagine leading QBRs with key customers, reviewing progress, addressing concerns, and identifying opportunities for improvement/expansion. How would you approach this?

Expand Existing Accounts:

Can you identify and pursue opportunities for additional licenses and/or modules, negotiating creatively to expand ARR within existing accounts?

Decrease Avoidable Churn:

How would you oversee the renewal process to ensure a high renewal rate, including early identification of renewal risks and proactive mitigation strategies?

Increase End-User Adoption:

Picture driving initiatives to boost end-user adoption of our platform. How would you enhance overall customer satisfaction and value realization?

Coach Customers on Value Selling & Value Strategy:

How do you envision providing guidance and coaching to customers on effectively using our platform to achieve their value selling and strategy goals?

Build Executive Relationships:

Can you foster and nurture strong executive-level relationships at enterprise customer accounts, serving as a trusted advisor and advocate for their success?

Oversee Implementation Project Management:

How would you collaborate with the implementation team to ensure successful onboarding and deployment of our platform for new customers?

Lead, Hire, and Train Customer Success Team Members:

What's your approach to recruiting, onboarding, and training customer success team members to deliver exceptional service? How would you manage the team using outcomes-based performance management?

QUALIFICATIONS:

• Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred).
• Minimum of 2 years of experience in a leadership role overseeing customer success teams in a SaaS environment.
• Strong experience with marketing and sales SaaS tools, ideally as an employee / leader in a leading firm
• Proven track record in developing and executing strategies to increase revenue and reduce customer churn.
• Knack for problem-solving and distilling complex ideas into easily digestible narratives.
• Entrepreneurial spirit with the ability to propose inventive solutions to challenges.
• Experience working with and building relationships at enterprise-level accounts.
• Experience with value selling, value engineering, or value modeling.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Experience using leading SaaS marketing, sales, and customer success solutions.
• Commitment to metrics, dashboards, and reporting.
• Strategic mindset with a focus on customer satisfaction and growth.
• Ability to continuously assess progress and adapt strategies as needed.
• Advanced Excel skills.
• Project management experience is a plus.

If you are a customer-centric professional with a proven track record of driving customer success, we invite you to apply for this exciting opportunity. Join ValueCore and help us revolutionize the way businesses communicate value throughout the customer lifecycle.

Why ValueCore?

• Our mission is noble and grand: to transform how B2B companies engage with their customers, with a focus on quantitative value
• Opportunity to work with a cutting-edge SaaS platform.
• A dynamic and collaborative work environment.
• Competitive salary and benefits package.
• Career growth opportunities within a rapidly expanding company.
• Join a team that is passionate about helping customers succeed.
• ValueCore is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At ValueCore, we're not just a SaaS platform; we're a team of passionate individuals dedicated to empowering sales representatives, value/sales engineers, and customer success teams. We thrive on helping our customers succeed by ensuring they get the most value from our platform throughout their entire customer journey.

Ready to be part of a dynamic and collaborative work environment? Join us!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 10 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Years of experience: enterprise account management in a SaaS environment?
• Years of experience leading a customer success team?

Education:

• Bachelor's (Required)

Ability to Commute:

• Durham, NC (Required)

Work Location: In person