An employer is looking for a Head of Customer Success to join their team in the California Bay Area. This person will be tasked with restructuring and rebuilding the company's customer success process in order to improve customer retention and account expansion. He/she will oversee 5 direct CSM reports and will work to coach and mentor them, as well as revamp their KPIs and current processes to ensure team success. They'll be responsible for collaborating with the CSMs to track account health, risk factors, and develop plans to mitigate loss. This person will also be the escalation contact for customer concerns and will collaborate across sales, product, and engineering teams to ensure customer satisfaction at every stage of the customer lifecycle. We're looking for an exceptional leader with a strong understanding of the life sciences industry. This is a great opportunity to join a well-established and growing start-up. Compensation for this role is 160-180k per year annually plus target bonus of ~100k. Compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.
