Head of Customer Success- SaaS
Company: Breakthrough Physical Therapy Marketing
Location: Santa Monica
Posted on: January 4, 2021
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Job Description:
Breakthrough and our community of pioneering Physical Therapy
private practice owners are united by the purpose of helping people
in pain get back to normal naturally through PT and other natural
solutions instead of unnecessary pain medication or surgery.
Breakthrough is the leader in business growth for Physical Therapy
private practices through marketing services. Our clients have an
average annual practice growth rate of 33%. Every month, our system
drives over 10,000 direct access patients into our member
practices.-- Our people are the heart and soul of our success. We
are passionate, dedicated, and driven. Our teammates have the grit
to get things done in ambiguous environments, the teamwork drive to
put the team ahead of self, and the desire to continue to learn and
grow throughout their careers. If you are passionate about helping
people get back to health naturally, and you love to work for a
driven company, we want to talk to you! Job Summary The Head of
Customer Success is responsible for bringing their strategic vision
and innovative approach to drive success for every Breakthrough
customer. Our Customer Success program has come a long way in 5
years and we are looking for a proven leader to help elevate our
operations and engagement strategy to support the company's growth.
They will lead the customer success team and implement strategy to
drive customer goals and revenue expansion by ensuring the
engagement, success, and growth of Breakthrough's customers.
Responsibilities Create and implement the overall vision and
strategic plan for the Customer Success department, focusing on
increasing product adoption, leading a positive customer
experience, and driving growth Develop a scalable framework to
onboard, manage and support different customer types Define and
optimize the customer lifecycle by driving programs and initiatives
to improve engagement approaches based on customer segmentation
while leading a culture of continuous improvement Build, Lead and
mentor the Customer Success team by setting their strategy, goals
and objectives Define and drive metrics on performance and
processes to achieve company and customer objectives, provide the
best customer experience and consistently achieve team
productivity, and customer satisfaction targets Partner with key
internal stakeholders to provide an exceptional customer experience
and maximize both customer happiness and renewal rates Experience--
6+ years of experience and in a customer success leadership role or
similar in a start-up environment for at least 2 organizations.
(preferred) Deep experience building and scaling customer success
organizations, preferably within SaaS across large and small
customers in a fast-paced environment. Experience with managing all
aspects of customer success lifecycle. (implementation, adoption,
renewal, ascension) Enthusiastic and positive leader with a proven
track record in building and motivating teams. Experience with
building high performance teams in a high-growth, customer facing
role within a SaaS company. Hands on experience in customer success
program design and iteration. Skills Proven track record of
creating a clear vision and successfully building scalable tactical
engagement strategies to onboard and retain customers-- Outstanding
people leader with demonstrable commitment to the professional
development of team members-- Understanding of business systems
framework (CRM, Support Tools, Surveys) and best practices in
integration and business process mapping Experience in users/admin
training program development and design Experience building and
leading customer facing teams with strong customer empathy and a
focus on driving platform adoption, engagement, and advocacy
Experience developing key business metrics and a track record of
consistently delivering against targets in a fast paced,
product-led growth environment Customer-centric mindset that
informs strategies, tactics and execution suggestions Excellent
executive-level communication skills both with customers and
internally Why Breakthrough You will be part of a transformative
company. Our mission is to help people in pain get back to normal
naturally (instead of overusing pharmaceuticals or getting
unnecessary surgery). Other Awesome Benefits About This Opportunity
Completely virtual. We don't have an office (and never have). We
care about your results and impact on the business and want our
team to live and work wherever they want.-- We have an amazing team
of incredibly driven people who are constantly learning, growing,
and encouraging one another. Apply for Head of Customer Success-
SaaS First name Last name Email address Phone number I would like
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provided herein or in subsequent interviews may result in discharge
and/or legal action. I understand that this Career History Form is
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understand that this Form will be used in conjunction with a series
of interviews and assessments to determine my suitability for the
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Keywords: Breakthrough Physical Therapy Marketing, Santa Monica , Head of Customer Success- SaaS, Other , Santa Monica, California
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