Role Summary
Own the post-sale customer journey end-to-end. Drive revenue expansion via value-led demos and compelling enablement, while lifting adoption, retention, and NPS. Lead CX, Enablement/Training, and Solution Consultants to deliver a consistent, measurable customer experience.
Responsibilities:
Revenue & Upsell
- Build an expansion motion (playbooks, triggers, cadences) with Sales/RevOps.
- Run executive value reviews and roadmap demos tied to quantified outcomes.
- Partner with PMM to craft upgrade narratives and pricing/packaging assists.
Demos & Solution Consulting
- Standardize discovery → demo → business case → close-won handoff.
- Create demo scripts, reference environments, and ROI calculators.
- Coach AEs/CSEs on storytelling and objection handling.
Training & Enablement
- Own customer academy: curricula, certification paths, release trainings.
- Launch role-based learning (admin, power user, exec) with measurable proficiency.
- Build scalable content: guides, labs, webinars, in-app tours.
Customer Success Operations
- Define health scoring, lifecycle stages, and playbook automation.
- Stand up QBR/EBR framework and executive sponsorship program.
- Instrument product adoption dashboards; close the loop with Product on feedback.
Leadership
- Hire, mentor, and performance-manage CX, SC, and Training teams.
- Forecast headcount/capacity; manage budget and vendor ecosystem.
Requirements
- 8–12+ years in Customer Success / Solutions / Enablement; 4+ leading managers.
- Proven expansion results (upgrade/attach, cross-sell) in B2B SaaS.
- Expert in discovery, value engineering, and enterprise demos.
- Built customer education programs (LMS, certifications) at scale.
- Data-driven operator: lifecycle metrics, cohort analysis, experimentation.
- Strong executive presence; excellent written and live facilitation skills.
Success Metrics (KPIs)
- Net Revenue Retention (NRR) & Gross Revenue Retention (GRR)
- Expansion ARR (new ACV from existing accounts), Attach/Adoption rates
- Time-to-Value (TTV) and Product Activation benchmarks
- Training: course completions, certification rates, CSAT, impact on usage
- NPS/CSAT, Escalation rate/MTTR, QBR coverage
- Demo-to-deal conversion (for expansion and new modules)
Tooling Stack
- CRM/CS Ops: Salesforce
- Enablement: Highspot/Seismic, Gong/Wisdom for call libraries
- Training: LMS (Docebo/Lessonly), in-app guides (Pendo/Appcues), webinar tools
- Analytics: Looker/Power BI, Product analytics (Amplitude/Mixpanel)
30/60/90 Plan
- 30 days: Audit customer journey, segment health, upsell pipeline, demo assets, training catalog. Meet top 20 accounts. Baseline metrics and gaps.
- 60 days: Ship v1 lifecycle playbooks, standardized demo scripts, and a role-based training path. Pilot two expansion plays with A/B measurement.
- 90 days: Roll out academy + certifications, exec QBR framework, and health scoring revamp. Publish CX dashboard; commit quarterly NRR/expansion targets.
Team Structure (example)
- Dir. Customer Success (Segment A/B/C)
- Sr. Manager, Solution Consulting & Demos
- Sr. Manager, Customer Education & Certification
- CS Ops Lead (RevOps dotted line)
Interview Prompts (use these)
- “Walk me through an expansion play you designed—baseline, hypothesis, experiment, lift.”
- “Show me a demo storyline that moved an upgrade forward—what changed for the buyer?”
- “How did you tie training completion to product adoption and revenue?”
- “Describe your health score model—inputs, thresholds, actions.”
Nice-to-Haves
- Public speaking/webinar chops; conference training sessions delivered
- Industry domain knowledge (your vertical)
- Experience with multi-product packaging and value metrics
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