Head of Customer Success
XSELL Technologies, Inc.

About XSELL

Ready to write the best chapter of your career? XSELL Technologies leverages artificial intelligence as a foundational capability to listen, learn and support agents in real-time with the exact information they need to exceed customers’ expectations and deliver top performer experiences.

Join us on our mission to empower agents, clients, and organizations to increase human performance and job satisfaction through making conversations more personal. We do this by pairing together the best elements of human touch and machine intelligence to drive results.

XSELL is currently seeking a Head of Customer Success to be responsible for leading and building our passionate, customer-focused team to develop relationships and drive client success, adoption, usage and retention.

What You Will Bring

The problems you will tackle will benefit from the following skills:

• Bachelor's Degree
• 20 years in customer service, call centers, or customer success organizations (preferred with an Enterprise SaaS company)
• Expert written and verbal communication skills
• Strong ability to build and grow relationships with executive client stakeholders
• Servant Leader
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated desire for continuous learning and improvement
• Team oriented approach

Ways You Will Contribute

• Act as the Executive Sponsor for all fortune 100 clients
• Develop and foster executive level relationships within clients
• Lead a team and participate in executing on objectives and grow XSELL’s footprint within customer ecosystems by expanding revenue in accounts through cross sell / upsell.
• Build a passionate, high performing, customer-focused team focused on proactively driving success, adoption, usage and retention
• Define and optimize the customer life cycle
• Ensure the team is following Standard Operating Procedures for cross-departmental functions to deliver best in class work and solutions to our client in a timely fashion
• The ability to work as an executive team member and provide leadership to a team of Directors of Customer Success
• Advise internal departments of the customer's operational strategy
• Measure and improve effectiveness by defining and executing on operational metrics
• Continuously communicate performance to leadership team, and company

XSELL is committed to a culture of teamwork; where everyone works together to plan, do, learn, and continuously improve. We accomplish that by staying true to our core values.

• Best Chapter: Every XSELLer is plugged in and focused on writing their “best chapter yet”, both personally and professionally. We believe in working hard to achieve success, but that success only comes if we are doing it together. We do this with a high level of humility, integrity, and compassion towards our coworkers. We celebrate and recognize each other and have a lot of fun along the way.
• Know Us By Our Results: We do what we say and say what we do. Our coworkers and clients will “know us by our results” – we welcome that and embrace transparency and measurement.
• Do It The XSELL Way: Together we are building an inclusive culture full of top-performing, talented people that are striving towards common goals with resilience. People will admire not only the work we do but also that we “do it the XSELL way” – as one team. We do this through strong communication, collaboration, and accountability to each other.
• Open for Business: We are always “open for business” – fiercely committed to improving ourselves, our team, and our company. We stay curious and approach every situation as an opportunity to learn and grow.
• Conversations Happen In the Room: Feedback is imperative to our collective success. We approach the “conversation in the room” with respect, empathy, and candor. Our dialogue with each other is always open and honest.

XSELL Technologies is an Equal Employment Opportunity Employer and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact us.

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