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The Chief Success Officer is ultimately responsible for the ongoing improvement of every customer journey; such as educating people, refining processes, adapting technologies and enabling decision-making reporting for day-to-day operations.
Role
- Define and optimize customer journey
- Drive true value for customers
- Lead cross-functionally to ensure customer success
- Drive alignment with business development and account growth
- Be a top promoter of Axelerant in the world
- Own key metrics for the customer success team
- Support core metrics for Axelerant
- Recruit, mentor, groom and inspire a world-class success management team
- Achieve operational excellence
Responsibilities
- Define and optimize customer journey
- Define the vision of a must have customer experience
- Standardize the system for customer success of our offerings
- Define and oversee lifecycle interactions
- Create standard presentation materials for lifecycle plays
- Personally manage escalations from your direct reports, and follow a methodical escalation process to peers
- Identify opportunities for continuous improvement
- Drive true value for customers
- Be an expert on best practices in change management
- Promote the Challenger approach amongst peers
- Find ways for success managers to deeply understand customers’ objectives and become a trusted right-hand advisor
- Determine how to define, drive, and demonstrate the value (ROI) delivered
- Lead cross-functionally to drive customer success
- Clarify ownership for each part of the journey
- Gather feedback from other departments like Sales, Delivery, Marketing, Accounting, Human Resources to improve the customer experience
- Advocate for changes in other departments’ ways of working, including onboarding, and collaborate with them to implement those
- Drive company-wide definition of the target account profile
- Create company-wide customer feedback loop
- Help foster company-wide culture of Customer Success
- Drive alignment with business development and account growth
- Align with success management on renewal and upsell strategy and focus on selling with a retention focus
- Give feedback to Sales and Marketing on prospecting approach
- Ensure smart hand-off
- Define success manager involvement during the sales cycle
- Be a top promoter of Axelerant in the world
- Promote the adoption of key processes in Axelerant, including customer success systems
- Ensure Axelerant is our company’s single source of truth for customer happiness
- Create dashboards to measure customer success
- Promote Axelerant systems at external events
- Own key metrics for the customer success team
- Customer Sucess & Delivery Employee Engagement Score
- Customer Net Promoter Score
- Planned vs. Actual Schedule
- Key Process Adherence
- Profitable Engagement
- Business Expansion
- Customer churn
- Support core metrics for Axelerant
- Similar to the above
- Recruit, mentor, groom and inspire a world-class success management team
- Build a pipeline of great candidates
- Establish a rigorous interview process
- Set expectations on performance and give feedback
- Manage out underperformers
- Set up training and mentoring to grow the team
- Identify and encourage relevant career path efforts
- Create a culture of customer happiness
- Communicate and incentivize to drive performance
- Propose improvements to your team’s organizational structure
- Define segmentation of your customer portfolio as appropriate
- Define stakeholder engagement levels within the team
- Be informed of market compensation
- Achieve operational excellence
- Continuously communicate metrics to team
- Report on metrics each week to the executive team
- Institutionalize ISO 9001
Reference(s)
- http://www.gainsight.com/2016/01/05/creating-a-job-description-director-of-customer-success/
- https://www.totango.com/blog/2015/03/your-90-day-plan-as-a-new-vp-of-customer-success/
- http://www.gainsight.com/2016/03/23/manager-training-how-to-be-a-great-manager-of-csms/
- Director of Customer Success
- Chief People Officer
- Chief Operating Officer
- Working KPIs CS Team
- Customer Success - Handover document
- Customer Success V2MOM 2019 DRAFT