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Head of Customer Success

Clozd

Clozd

Customer Service, Sales & Business Development
Lehi, UT, USA
Posted on Friday, April 14, 2023
Clozd is a leading provider of technology and services for win-loss analysis. We help our clients uncover the truth about why they win and lose - so they can hone product strategy, refine messaging, enable sales, foster strategic alignment, and win more.
We need team members who can tackle ambiguity, solve complex problems, and delight customers. We hire dynamic employees who take initiative, find ways to simplify and scale, possess strong interpersonal and communication skills, value humility and learning, crave a fast-paced startup environment and never compromise their integrity.
We are looking for a commercially-minded and inspiring Head of Customer Success who will be responsible for developing and executing Clozd’s strategy and vision for our consulting team, with an emphasis on delivering strong program delivery, product adoption, client satisfaction, and net revenue retention. This leader will report directly to the Co-CEOs.

What you will be doing:

  • Deliver exceptional value to Clozd customers by driving successful implementations, ensuring strong product adoption, delivering high-quality product support and services, and capitalizing on expansion opportunities
  • Own net revenue retention (NRR) as your primary KPI and improve it to 120%+
  • Drive efficient delivery that improves gross margin to 75%+
  • Build strong relationships with Clozd’s clients, serving as a trusted advisor and advocate for their needs
  • Act as a key driver of the Clozd product roadmap by identifying and communicating product development priorities to the Clozd product organization that will delight customers, improve NRR, drive expansion, and improve delivery efficiency.
  • Work effectively with other teams at Clozd including Product, Sales, Marketing and Business Strategy
  • Build, manage, develop and hire a high performing team of 20-50 FTEs including Senior Consultants, Junior Consultants, Associates, etc. over the next 2+ years
  • Provide energetic and inspirational leadership to engage and motivate the team, challenge and maximize strength of the team and align efforts to the mission and vision of Clozd

Qualifications:

  • Bachelor’s degree in business or other related field; MBA or advanced degree preferred
  • 10+ years experience leading teams, driving new and/or expansion sales, driving software adoption and leveraging customer success best practices
  • Demonstrated experience working within a B2B SaaS environment
  • Strong executive presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Ability to work flexibly and decisively to respond to evolving business priorities in an environment of ambiguity within a Series-A stage startup
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Ability to collaborate and communicate effectively across the organization and with external stakeholders
  • Cultural-alignment with Clozd’s core values of vision, drive, empathy, stewardship, authenticity and integrity

Benefits:

  • Competitive compensation (i.e. salary, bonus, 401k, and equity)
  • Majority of medical, dental, disability, life, and other insurance paid
  • Unlimited PTO with a boss that encourages taking time off and using PTO to recharge
  • 10 paid holidays and company shutdown between Christmas and New Years
  • Reimbursed book club book and lunch, weekly catered lunches, stocked kitchens, quarterly company/department activities, maternity/paternity leave, EAP program, etc.
Clozd is an Equal Opportunity Employer. Clozd does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Clozd participates in E-Verify.
All Clozd employees are required to successfully pass a background check upon being hired.