Articulate Global Washington, DC, USA
Jun 20, 2019Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team. In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals. Core Responsibilities: Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team Coach, mentor, and develop each team member to reach their full potential Drive, refine, and optimize our customer success strategy Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program Make data-driven recommendations to optimize Customer Success Team operations and processes continuously Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities Work cross-functionally to implement and modify programs and processes that increase customer happiness Qualifications: Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment 5+ years of customer relationship management 2+ years managing customer-facing team Proven ability to coach, mentor, and develop individual contributors Proven experience developing customer success programs that are differentiated based on the size of the customer account Previous revenue responsibility and proven data analysis skills Leadership and management experience that helps you build effective, high-performing, and happy teams Excellent customer service skills and a knack for developing strong customer relationships Ability to build relationships and buy-in for your projects effectively across the organization Naturally curious, with excellent critical-thinking skills Resilient, adaptable, and thrives in a fast-paced environment Excellent verbal and written communication and presentation skills Can work independently, while also functioning and contributing as part of a team Ability to learn new technology Working knowledge of Salesforce required, experience with Articulate 360 a plus Positive, empathetic, driven, collaborative, flexible, and confident About Articulate Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits. We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position. Learn more about our culture.