Head of Customer Success

Given its business model, where customers pay over time, Customer Success is vital to Cyance’s long-term profitability. The business is successful while customers are receiving significant value from the platform. As such, Cyance is looking for a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities and outcomes.

Responsibilities

Drive Customer Success Outcomes

  • Increase annual run rate Nexus subscription renewal rates to >85% and reduce annual subscription churn to <15% (target annual churn rate for FY21 is 10%)
  • Expand our revenue in accounts through cross-sell and up-sell. Annual targets are set each budget cycle
  • Influence future lifetime value through higher product adoption and implement effective customer satisfaction tracking and reporting, using a proven CSAT and NPS scoring methodology
  • Drive new business growth through greater advocacy and reference-ability. This should include encouraging and incentivising users to write positive reviews on G2Crowd, agree to video references and case studies
  • Ensure the Cyance Customer Success CRM adoption across the CS team is optimal and used to improve team goal achievement and maintain high customer satisfaction and advocacy scores across all customers

Define and Optimise Customer Lifecycle

  • Design, document and continually evolve an optimal customer journey to share will all users and stakeholders in Cyance
  • Develop listening points in journey (e.g., usage, satisfaction, feedback loops etc.)
  • Standardise interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement and product enhancement
  • Learn from best practices in industry
  • Liaise with Cyance Product Management and Marketing teams to add software features and enhancement priorities to the development roadmap

Manage Customer Success Activities

  • Onboarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

Enhance Effectiveness and Efficiency Through Technology

  • Work with the CTO and CPO to implement support systems
  • Liaise with the marketing and sales teams to ensure all customer data points; interactions, lifecycle stages, CSAT/NPS scores, expansion opportunities, renewal forecasts, DMU profiling are all recorded within the Cyance CRM
  • Reference and advocacy solutions
  • Manage and govern the use of the Customer Success Management platform

Inspire Customer Success Across Company

  • Help the CPO to create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Provide ongoing customer/users feedback to help direct the future product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Required Experience

  • Proven experience in playing a leading role within customer-facing organisations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • A good knowledge of Data Management, Data Science and/or Computer Science

Contact Cyance to Discuss this Vacancy Today! 👇