SessionCam · 16 hours ago
Head of Customer Success
United States
Full-time
Remote
Director/Executive
8+ years expSessionCam is seeking a proven Customer Success leader to build and lead a new team of Strategic CSMs supporting their largest and most complex North American customers. The role involves redesigning the Customer Success operating model and managing a team to ensure customers realize the full value of Glassbox across their digital journeys.
AnalyticsCRMEnterprise SoftwareInformation TechnologySaaS
Responsibilities
Lead, coach, and develop a team of CSMs covering Glassbox’s large enterprise customers, ensuring renewal readiness and willingness to expand
Build the Customer Success operating model, including processes, playbooks, metrics, and team standards
Manage 1-2 customers hands-on to experience challenges firsthand and demonstrate leadership by example
Create templates for adoption planning, covering goals, success metrics, and action plans
Provide guidelines for identifying business units that would see value from Glassbox and potential champions
Build tools for data-driven analysis of product usage across the enterprise business units
Curate a repository of recommendations for expanding usage across additional journeys and teams
Define cadences for regular check-ins, QBRs, and executive business reviews
Establish a consistent approach to value realization, providing clear evidence of business impact
Fine-tune the risk identification methodology, providing early warning and accurate predictions
Work closely with other teams to scope and deliver technical and consulting services to the customers
Partner with the account management team to support the renewal process and identify opportunities for expansion
Escalate customer issues quickly and coordinate resolution with key managers across the organization
Represent Customer Success in cross-functional planning and management meetings
Support the implementation and use of a Customer Success platform for account health & workflow management
Develop referenceable customers by showcasing success stories and ensuring high-quality experiences
Partner with leadership to refine segmentation, coverage models, and resource allocation for strategic accounts
Provide input into product roadmap priorities based on customer feedback and industry needs
Qualification
Required
8+ yrs experience in Customer Success for enterprise SaaS solutions
3+ years of proven success managing Customer Success teams supporting enterprise customers
Experience working with banking customers and other highly regulated industries
Deep familiarity with digital experience analytics, UX optimization, and data-driven SaaS products
Experience building Customer Success processes, playbooks, operating models, and team standards
Strong ability to interpret data and translate into business recommendations
Demonstrated skill engaging C-suite and VP-level executives at large, complex organizations
Experience partnering closely with Account Management, Services, Support, and Product organizations
Hands-on expertise with CS and CRM tools - experience onboarding a CS platform is a plus
Strong communication, executive presence, and storytelling skills
Bachelor's degree or equivalent
Preferred
AI fluency and comfort using AI-enabled tools and workflows are referred
advanced degree is a plus
Company
SessionCam
SessionCam is an exciting UK company developing uniquely innovative and intelligent solutions for website optimization.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-10-15Acquired
Company data provided by crunchbase