Head of Customer Success- SaaS

Company: Breakthrough Physical Therapy Marketing
Location: Santa Monica
Posted on: January 4, 2021

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 to receive updates about my application via SMS Address (optional) City (optional) State/Province LinkedIn URL Were you referred by anyone? Yes No Please add your resume 10MB limit; .pdf, .doc, and .docx file types are accepted. ATTACH FILE Please add your cover letter (optional) 10MB limit; .pdf, .doc, and .docx file types are accepted. 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Keywords: Breakthrough Physical Therapy Marketing, Santa Monica , Head of Customer Success- SaaS, Other , Santa Monica, California