[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. Kuberno is a collaborative and award-winning business transforming governance through innovative technology. They are seeking a Customer Success Lead to manage customer relationships, drive Net Revenue Retention, and ensure a market-leading customer success experience.

Responsibilities

• Delighting our Customers: Using your skills and knowledge to delight our customers, nurturing lasting relations where the customer's strategic aims are front and center of everything you do. By doing so, you will directly contribute to high renewal rates and strong NRR performance
• Relationship Building: Build and maintain strong relationships with your customers, acting as a trusted advisor and advocate for their needs within Kuberno with a focus on adding value
• Customer Account Planning: Develop and implement comprehensive customer engagement strategies that align with the customers strategic aims and our business goals, to drive customer satisfaction and loyalty, as well as long-term Net Revenue Retention
• Revenue Growth: Through engagement with customers and understanding their strategic aims, identify opportunities to add value to existing customers and contribute to expansion that supports NRR
• Cross-Functional Collaboration: Work closely with internal stakeholders to ensure a seamless customer experience and alignment of goals
• Customer Advocacy: Through the delivery of positive engagement and customer experience, drive advocacy among our customers and support initiatives, including success stories and testimonials that showcase the value of Kube
• Performance Metrics: Use data-driven insights to continuously improve outcomes for our customers and Kuberno, with specific focus on measuring adoption, retention, and Net Revenue Retention
• Customer Insights: Gather and analyze customer feedback and data to identify trends, pain points, and improvement opportunities. Using insights to inform product development and customer engagement

Skills

• Enjoys creative problem solving, and is empathetic, seeking to not only grasp the customer's perspective but likes to get a deeper understanding of matters to develop great, sustainable solutions
• Has experience in a Customer Success Lead role, ideally in a rapidly scaling SaaS business with a global customer base, and can demonstrate a good understanding of both UK and US customers
• Building on the existing approach that is loved by our customers, aligning Kuberno's growth aspirations with our culture of delighting customers, while ensuring customer success translates into excellent NRR outcomes
• As well as being a great communicator, as our customers are vital to our success, supports customers ongoing by reviewing their needs and responding to new challenges
• Thrives in a dynamic and collaborative environment and is comfortable with ambiguity
• Has a professional and informative communication style - you can clearly articulate problems and solutions and are just as comfortable engaging with the C-level employees of the customer as to their trainees
• Is energetic, tenacious and enthusiastic with strong self-organization and accountability
• Has a burning curiosity and passion for learning
• Experience in supporting legal, secretariat and/or tax and finance teams in global organizations would be helpful in building empathy for our customers
• Experience in working with, or for, company secretariat managed service providers

Company Overview