Key Responsibilities:
Customer Health Scoring Management:
- Design, create, and continuously enhance the customer health score framework.
- Regularly review and update health scoring metrics to ensure alignment with Customer Success needs and business objectives.
- Monitor customer health trends and proactively recommend actions to improve customer success outcomes.
CS Platform Development & Maintenance:
- Partner with external vendors to build, maintain, and improve the Customer Success platform, ensuring it supports the evolving needs of the organization.
- Ensure the platform integrates effectively with other tools and systems used by the Customer Excellence team.
- Troubleshoot and resolve platform-related issues, ensuring minimal disruption to daily operations.
Training and Support:
- Develop and deliver comprehensive training programs for internal Customer Success teams to ensure effective use of the CS platform and health scoring tools.
- Provide ongoing support and guidance to internal teams, helping them interpret customer health data and take proactive actions.
Reporting & Analysis:
- Generate regular reports and dashboards on customer health metrics, identifying key trends, risks, and opportunities.
- Present findings to internal stakeholders, including senior leadership, to drive informed decision-making around customer retention and satisfaction.
- Continuously refine reporting processes to enhance data accuracy, clarity, and strategic value.
Cross-Functional Collaboration:
- Collaborate with the wider Customer Excellence teams, Commercial, Marketing, Product, and other internal teams to ensure alignment on customer health initiatives and foster a customer-centric approach.
- Work with the Customer Success leadership team to define success metrics and develop strategies for improving customer health scores.
Continuous Improvement:
- Regularly assess customer health processes, tools, and training to identify opportunities for improvement.
- Keep up with industry trends and best practices in customer health and success management, incorporating new ideas to optimize performance.
Qualifications:
- Education:Bachelors degree in Business, Marketing, Customer Success, or related field (or equivalent experience).
- 3+ years of experience in Customer Success, Customer Operations, or related areas, with a focus on process management or customer health.
- Experience working with customer success platforms (e.g., Gainsight, Totango, etc.) and understanding of health scoring methodologies.
- Strong analytical skills with the ability to interpret customer data and generate actionable insights.
- Proven track record of working with external vendors and managing platform development or integration projects.
- Excellent communication skills, with the ability to train and support internal teams at various levels.
- Ability to manage multiple projects simultaneously and work collaboratively across different teams.
- Experience in customer success management or operations within a SaaS environment.
Skills:
- Strong problem-solving skills and a proactive mindset.
- Ability to manage cross-functional projects and collaborate effectively with different teams.
- Strong communication skills, with the ability to clearly convey ideas and solutions to stakeholders.
