Job Details

SVP Customer Success

Quantum Metric

Job Description

😎 Our Culture

Quantum Metric's number one objective is happy people, diverse and inclusive culture. We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges + games, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

🚀 About the Role

As the SVP of Customer Success, your strategic and empathetic Customer Success (CS) leadership will help Quantum Metric retain our customers and empower our Customer Success team.

Our customer base is steadily growing, and we choose to support every new and existing customer by connecting their efforts to business outcomes through our world-class customer success organization. You’ll take the lead on those efforts. Some key areas you’ll focus on will be onboarding, product adoption, customer advocacy, data analytics & reporting, customer support, and retention/renewals.

Our Customer Success team is an organization of intelligent and driven individuals. They are split into three primary roles which are Account Management, Customer Success Engineers and Business Consultants - all are dedicated to helping our customers make the best use of our platform and ultimately derive outcomes from the intelligence they gather from using Continuous Product Design.

You'll know this role is right for you if you’d describe yourself as an energetic leader with a knack for operational proficiency, a customer-facing aficionado, problem resolution, a data analysis & reporting nerd, and an empathetic and experienced people manager. You will report directly to our Chief Operating Officer. We are looking for a thought leader in the CS space who will energize our team and that our Customers will be excited to work alongside.

🔧 Responsibilities

Drive Customer Success Outcomes For Quantum Metric:
Minimize churn by driving product adoption and increasing customer satisfaction, leading to impeccable customer health scores
Motivate customer advocacy through references to new customers
Act as an executive sponsor for high-profile customers
Build and foster relationships with all customers, as well as our partnership ecosystem
Foster a company-wide culture of delivering value to all of our customers

Define and Optimize The Customer Lifecycle:

Alongside your CS Managers: onboard, train, and manage Customer Success functions for our clients including renewals, cross/up-sells, and customer advocacy programs
Identify insights in our client’s feedback to company's products based on client feedback, and provide strategic recommendations to drive product innovation and roadmap
Standardize success plays at each point in our client journey, especially for common risk factors
Define segmentation of our customer base and build scalable support strategies
Optimize how Quantum Metric delivers value-added reporting and analysis to our customers
Facilitate successful implementations and integrations with our customers and partners

Measure Effectiveness of Customer Success:

Define your team’s operational metrics for Leadership & Board of Directors
Establish important metrics and a system for reporting to Revenue Leadership
Create a cadence for client health reviews and track success

Manage, Lead, & Develop Your Team:

Foster an environment of collaboration both internally and externally
Discover new high-potential contributors to join your team
Create rapid onboarding process for new team members
Encourage and support continuous learning within your team through mentorship and programming
Reward great work from your team members and uplift them
Coach and up-skill junior team members

💡 Requirements

At least eight years of leadership experience in customer-facing organizations
Diverse experience working with Enterprise level customers
The ability to manage and influence through persuasion, negotiation, and consensus building
A keen sense of customer empathy and responsibility for growing company revenue
A deep understanding of recurring revenue business models
Experience analyzing data and translating customer insights into storied outcomes
A curious, analytical, and process-oriented mindset with a demonstrated desire for continuous learning and development
Enthusiastic and creative leader with the ability to inspire and mentor direct reports
Excellent interpersonal communication and presentation skills
Compensation: $250k-300k base + company equity and bonus eligibility

Nice to have:

Knowledge of how content marketing is created, distributed and monitored
Success rolling out Gainsight, Catalyst, Totango, or other CS platforms
Experience working in or relating to the CX industry
Specific experience in professional services delivery

🏆 Perks and Benefits

This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career.

Group benefits

Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)

Employee Assistance Programs (EAP)

Telehealth options

Voluntary Life & AD&D, STD, LTD

Healthy Rewards – Discount Programs

Calm App access

401k and Options / Equity

13 company holidays

Unlimited Paid Time Off

Sick leave

Parental/Adoption Leave

In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.

Promotional opportunities

Rewards and recognitions programs

Robust onboarding and training program

One-time stipend for work at home employees

Monthly business expense stipend

Flexible work environments

Employee Discount Program (Perks at Work)

Employee Referral Program

Lead Referral Program

MacBook and awesome swag delivered to your door

Encouraging and collaborative culture

RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

🐉 About Quantum Metric

As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line.

Today, Quantum Metric captures insights from 40 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. 6 of our customers come from the top 25 Fortune 500 Companies. Our customer retention rate is 98%.

In January of 2021, Quantum Metric secured its place as the first tech unicorn of the year with an above $1 billion valuation and a $200 million Series B funding round, and we are using those funds to accelerate our product and people growth. Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last four-consecutive years, and has made Best Places to Work list by Glassdoor, BuiltIn, Fast Company and Forbes.

If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.

Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com.

Quantum Metric is an E-Verify employer: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

Applicant Privacy Policy: https://www.quantummetric.com/legal/applicant-privacy-policy/

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