Customer Success Lead - Remote

Overview

You will be responsible for overall customer wellbeing by monitoring customer health and acting as an escalation point for customer issues. You will produce success and maturity plans, identify expansion opportunities and billable services and manage contract renewals. You have the magic combination of domain expertise, enterprise implementation project management experience, and high level customer management.

In Short

• Own enterprise customer relationships from implementation onboarding to continuous product adoption across multiple departments, stakeholders, and business users (including first-line technical support).
• Create, identify and qualify selling opportunities by maintaining regular contact with customers.
• Dedicated contact for strategy, product training, and platform questions.
• Proactively analyze and provide strategic engagement with clients.
• Solicit and synthesize customer product feedback to contribute to product development.
• Maintain a high degree of account management and control.
• Develop strategic growth plans for key accounts in your portfolio.
• Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Drive enterprise subscription renewals and expansion bookings.
• Build a high quality 'success plan' inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Identify areas of improvement and training for the individuals in your teams. Provide mentoring to your team members as needed.
• Ensure that all incidents are handled within Company defined SLAs

Requirements

• Bachelor's degree
• Minimum 7 years of experience in customer success roles, with account management & project delivery responsibilities
• Minimum 2 years of experience leading a mid sized team
• B2B software/SaaS experience is preferred
• Experience with Construction Tech would be a plus
• Proven track record of working in a customer facing role, in a fast-paced environment
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong team, networking and relationship building skills
• Highly organized, collaborative and detailed oriented
• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding
• Ability to handle multiple priorities

Benefits

• Hubble is built by a talented, driven, and ambitious team. We do not subscribe to conventions. We do not let history and traditions dictate and limit our dreams to shape the world. We adopt the same mindset with our hiring. We are looking for the best and want to bet on you. If your mindset is correct, we promise you the ride of your life.