What are the responsibilities and job description for the Head of Customer Success position at Lensa?
Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Insight Global. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.
Job Description
We're hiring for a full-time/permanent Head of Customer Success in Bellevue, WA. This position will play a pivotal role in our client's build out of the entire Customer Success division and will require 5 days onsite/week at our customer's Eastside location. You will be responsible for driving customer satisfaction, retention, and expansion while positioning our client as a long-term strategic partner for external clients. The role requires a balance of executive relationship-building, operational rigor, and a heavily data-driven mindset. As the Head of Customer Success, you will directly influence adoption, retention, and revenue growth across some of the world's most recognizable brands. You will immerse yourself in our client's product suite, ensuring you're knowledgeable on the nuances and benefits of all products and can drive customer product usage and understanding. At a high level, you will own Customer Relationship Management, Strategy Development, Customer Lifecycle Management, Account Planning & Growth, Data Analysis & Insights, Consumption & Delivery Execution, Voice of the Customer & Feedback Loop, Process Optimization and Team Leadership & Development across the entire Customer Success Organization.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills And Requirements
8 years of experience in Customer Success, Account Management, or related leadership roles in SaaS.
Proven track record of driving retention, expansion, and satisfaction in enterprise accounts.
Exceptional leadership, interpersonal, and relationship-building skills.
Strong analytical and strategic thinking capabilities with data-driven decision-making.
Familiarity with SaaS, logistics operations, CRM tools, and CS platforms.
Bachelor's degree required; MBA preferred. Previous experience working for a SaaS, logistics, operations company such as Expeditors, OptimoRoute, Onfleet, Onro, Route4Me, Amazon Last Mile, etc.
Experience working with Vitally CSM platform.
Experience working with Salesforce as a CRM tool.
Experience working with ZoomInfo for enhancement of the customer journey.
Experience using Marketo for marketing automation.
Experience with AI, dynamic routing, last mile technology, etc. as it pertains to logistics.
Understanding of/experience with last mile terminology, i.e. LTL (less than truck loads), FTR (first time right), micro-fulfillment centers, route optimization, etc.
If you have questions about this posting, please contact support@lensa.com
Job Description
We're hiring for a full-time/permanent Head of Customer Success in Bellevue, WA. This position will play a pivotal role in our client's build out of the entire Customer Success division and will require 5 days onsite/week at our customer's Eastside location. You will be responsible for driving customer satisfaction, retention, and expansion while positioning our client as a long-term strategic partner for external clients. The role requires a balance of executive relationship-building, operational rigor, and a heavily data-driven mindset. As the Head of Customer Success, you will directly influence adoption, retention, and revenue growth across some of the world's most recognizable brands. You will immerse yourself in our client's product suite, ensuring you're knowledgeable on the nuances and benefits of all products and can drive customer product usage and understanding. At a high level, you will own Customer Relationship Management, Strategy Development, Customer Lifecycle Management, Account Planning & Growth, Data Analysis & Insights, Consumption & Delivery Execution, Voice of the Customer & Feedback Loop, Process Optimization and Team Leadership & Development across the entire Customer Success Organization.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills And Requirements
8 years of experience in Customer Success, Account Management, or related leadership roles in SaaS.
Proven track record of driving retention, expansion, and satisfaction in enterprise accounts.
Exceptional leadership, interpersonal, and relationship-building skills.
Strong analytical and strategic thinking capabilities with data-driven decision-making.
Familiarity with SaaS, logistics operations, CRM tools, and CS platforms.
Bachelor's degree required; MBA preferred. Previous experience working for a SaaS, logistics, operations company such as Expeditors, OptimoRoute, Onfleet, Onro, Route4Me, Amazon Last Mile, etc.
Experience working with Vitally CSM platform.
Experience working with Salesforce as a CRM tool.
Experience working with ZoomInfo for enhancement of the customer journey.
Experience using Marketo for marketing automation.
Experience with AI, dynamic routing, last mile technology, etc. as it pertains to logistics.
Understanding of/experience with last mile terminology, i.e. LTL (less than truck loads), FTR (first time right), micro-fulfillment centers, route optimization, etc.
If you have questions about this posting, please contact support@lensa.com
Customer Success Manager, Tableau
salesforce.com, inc. -
Seattle, WA
Customer Success Manager
CyberStreams -
Seattle, WA
Customer Success Manager
Lish -
Seattle, WA