Head of Customer Success

About the company

Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies.

About the role

The Customer Success organization at Payscale plays a leading role in enabling our customers to #getpayright. As part of our broader Customer organization with Professional Services and Customer Support, our Customer Success team provides a world-class customer experience that is propelling our mission for fair and transparent pay. The Head of Customer Success is a high impact leadership role that reports to the VP of Customer Success. This role leads a growing organization of Directors/Managers and individual Customer Success Managers, responsible for ongoing adoption, value realization, stakeholder alignment and renewals of our customers.

Responsibilities

• Own the overall strategy, execution, and results of our Customer Success organization
• Serve as a key member of the Customer organization leadership team, shaping the customer experience at Payscale
• Operationalize and champion a new outcomes-oriented, trusted-advisory approach following the transformation of moving renewals motion to an Account Management team
• Drive performance across critical measures: gross and new retention, renewal rates, utilization, and customer satisfaction
• Inspire and lead a team that orchestrates interactions driving meaningful customer value
• Manage Customer Success teams across Enterprise, Mid-Market, and SMB segments
• Partner with People team to develop consistent job titles, levels, and career paths for Customer Success organization
• Develop segmented strategy for lifecycle management to meet demands of high-touch customer segments and scale segments
• Partner with Operations and Customer Education teams to develop digital adoption and enablement strategy for scale segments
• Partner with Sales on upsell and cross-sell opportunities to meet revenue targets
• Partner with Operations and IT teams to ensure Gainsight is configured and managed to meet needs of Customer Success
• Partner with Marketing on collateral, customer communications, and customer advocacy programs
• Partner with Product Management and Product Marketing teams to ensure successful migrations of legacy products to next generation solutions
• Partner with internal stakeholder groups in Product and Services to create and maintain comprehensive voice of the customer program, including Net Promoter Score and customer satisfaction surveys
• Define and lead cadence with Product, Services, and Support teams to provide customer feedback and suggestions for improvement and innovation
• Develop repeatable processes and templates for new feature adoption, new user onboarding, quarterly business reviews, and expansions
• Assist in the management and iteration of the customer health score, adoption metrics, and customer success plays in Gainsight
• Own dashboards to provide real-time status to executive management on renewal forecasts, churn risk, and win/loss analysis
• Engage with customers as necessary to help drive resolution of any outstanding customer satisfaction issues
• Meet and exceed quarterly targets on customer and revenue retention goals

Requirements

• 15+ years in Customer Success management leading both Enterprise and Scaled CS functions
• 10+ years as people leader running Customer Success or account management teams previously
• Knowledge and experience of SaaS business model, industry metrics, and customer lifecycle management best practices
• Proficiency in Gainsight
• Experience with business planning during transformations, territory assignments and reporting
• Strong analytical skills and ability to tell stories with numbers
• Ability to work with senior stakeholders and to present to senior executive audiences

Location

Payscale has an employee-centric remote-first model that provides flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter. Employees can work from the location that works best for them — there are no centralized corporate offices. Options include working from home, in company-paid co-working spaces, or any combination. Home-based work requires a stable broadband or fiber connection (satellite highly discouraged) with minimum 100 Mbps speed in a dedicated workspace with reliable Wi-Fi, and a device for multifactor authentication (smartphone, tablet, etc.). In-person gatherings occur a few times per year. Payscale has employees across the US, Canada, UK, the Philippines, and Romania; currently unable to hire in Quebec Province, Northern Ireland, and Hawaii.

Benefits

• Culture built on five values