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OnRamp · 1 month ago

Head of Customer Success and Support

Boston

Full-time

Onsite

Director/Executive

OnRamp is a company that transforms B2B customer onboarding into a revenue driver. As the Head of Customer Success and Support, you will oversee all post-sales customer-facing teams and collaborate across functions to align operations with customer needs and business goals.

B2BEnterprise SoftwareSaaSSoftware

Responsibilities

Lead all aspects of our customer-facing post sales strategy, operations, and process development

Own target attainment for NRR including both renewal and expansion quota

Manage a growing team of CSMs and Support staff, providing coaching, mentoring, and development

Regularly engage and build executive level relationships with customers

Collaborate with leadership across the company as required to align operations with our strategic initiatives and business plan

Set quarterly CS team priorities by sequencing initiatives based on customer and revenue impact, and translate those priorities into scoped projects with clear owners, timelines, and success metrics

Collaborate with Product and Engineering on customer escalation and ticket resolution process

Collaborate with Product and Marketing on customer facing programs such as Beta Programs, Customer references and reviews, and Case-Study development

Collaborate with Sales and Product Management to assess Enterprise prospect requirements and any service requirements resulting from those requirements

Communicate customer needs and issues, as well as internal initiatives to relevant internal and external stakeholders, fostering transparency, buy-in and excitement

Drive internal usage of the OnRamp platform in our own onboarding and customer lifecycle management

Collaborate with Marketing to create and promote thought leadership content

Qualification

B2B SaaS experiencePost-sales SaaS functionsTeam leadershipAnalytical skillsCRM proficiencyProcess design skillsCustomer facing skillsCommunication skillsCollaboration skillsProblem-solving skills

Required

Experience as a CSM in a B2B SaaS company

Experience building and leading a growing team

Experience with all post-sales SaaS functions

Experience with SMB, Mid-Market, and Enterprise customers

Strong analytical and problem-solving skills, with the ability to assess risks and make data-informed decisions

Exemplary communication and collaboration skills, with the ability to influence stakeholders and drive consensus

Proficiency with CRM (e.g., Salesforce, Hubspot) and popular productivity/workflow tools (e.g., JIRA) as well as familiarity and comfort supporting customer use of technical features such as integrations, webhooks, APIs, and similar technologies

Strong process design skills

Exceptional executive level customer facing communication, issue resolution, and expansion sales skills

High comfort level with ambiguity and working on a small team in a fast moving environment