We are seeking a strategic leader to establish and expand two critical global functions: Customer Onboarding and Targeted Adoption. This role is pivotal in ensuring our high-volume customer segments experience immediate value and achieve long-term success through a blend of both human-led and digital onboarding strategies. Additionally, this leader will ensure that established customers extract maximum value from their investments, particularly in complex use cases and product adoption scenarios. You will oversee the development, implementation, scaling, and management of both teams, focusing on hiring, operational excellence, and execution.
Responsibilities:
Customer Onboarding
- Build, expand, and lead teams based in Mexico City and Lisbon, focused on engaging with customers with annual recurring revenue (ARR) under $25K during their initial 90 days. The aim is to enhance key metrics such as Go-Live rates, Time to Value, and Time to Adoption.
- Develop strategies for low-touch, scalable engagements that leverage expert process management, automation solutions, and cross-functional collaboration.
Targeted Adoption
- Lead a team of senior Customer Success Managers (CSMs) situated across key global regions to enhance customer engagement in complex product adoption scenarios.
- Ensure this team operates with the depth needed to help key customers accelerate their adoption process and deliver optimal value outcomes.
Qualifications & Skills:
- Proven experience managing high-volume, at-scale customer operations for cohorts in the thousands to tens of thousands
- Expertise throughout the customer lifecycle, particularly with lower-spend customers (ARR < $100K)
- Experience in enterprise-level customer success is beneficial, but proficiency in handling large-scale, low-touch operations is essential
- Strong leadership and team-building abilities
- Proficiency in process management and automation solutions.
- Excellent communication and interpersonal skills
- Strategic thinker with a focus on results and delivering value
- Demonstrated capability in cross-functional collaboration and partnership across departments such as Sales, Product, Marketing, and Digital