Head of Customer Success - Remote - Portland

At Zyte, we eat data for breakfast and you can eat your breakfast anywhere and work for Zyte. Founded in 2010, we are a globally distributed team of over 250 Zytans working from over 28 countries who are on a mission to enable our customers to extract the data they need to continue to innovate and grow their businesses. We believe that all businesses deserve a smooth pathway to data.

For more than a decade, Zyte has led the way in building powerful, easy-to-use tools to collect, format, and deliver web data, quickly, dependably, and at scale. Today, the data we extract helps thousands of organizations make smarter business decisions, secure competitive advantage, and drive sustainable growth. Over 3,000 companies and 1 million developers rely on our tools and services to get the data they need from the web.

We are looking for a Head of Customer Success, who will help build on our strategy for Customer Success to ensure our customers derive maximum value from our products such that they renew, expand and become advocates for us in the market. If you are proactive, data driven, revenue driver who wants to take the lead in creating a world class Customer Success team - this is the role for you.

Roles & Responsibilities:

• Lead our total customer engagement, retention and development strategy to deliver on our retention, expansion and revenue targets.
• Manage success metrics across the team around product & feature consumption, active users, health score, retention, cross-sell/upsell and lifetime value.
• Lead onboarding and retention by driving programmes of adoption to maximise the value customers get from our products.
• Lead routines to establish customer success goals, proactively monitor achievement of these, ensure collaborative approaches to business reviews with customers with shared agendas and agreed outcomes.
• Actively develop new customer opportunities, advance existing opportunities or assist the Sales team in closing active opportunities by demonstrating industry expertise to gain the prospective customer's confidence as a trusted partner and adviser.
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs.
• Data-driven - use internal systems and operational data sources to optimise health scores and monitoring for KPIs, actions and strategy.
• Measure and report CS metrics to Senior Management to demonstrate the team's impact on customers and on the business.

Requirements:

• 5+ years demonstrated success in an Account Management or Customer Success role in a technical SaaS business.
• 3+ years experience in a leadership role.
• Technical background, or experience supporting technical software solutions.
• Experience leading CS for services/professional services in addition to software is a bonus.
• Strong analytical skills, aptitude for metrics and data-driven decision-making skills.
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers' success and adoption of Zyte's products.
• Proven track record of achieving results while balancing demanding expectations.
• Driven, consultative, curious, entrepreneurial mindset, able to effectively balance competing priorities and make decisions that support Zyte's growth.

Benefits:

• Become part of a self-motivated, progressive, multi-cultural team.
• Have the freedom & flexibility to work remotely.
• Get the chance to work with cutting-edge open source technologies and tools.