Related skills
customer success saas ai leadership workforce planning📋 Description
- Lead the CSM team (2 Directors, 25 CSMs) to drive adoption.
- Set vision for CX capabilities; drive workforce planning and automation/AI.
- Collaborate with stakeholders to align CX with enterprise goals.
- Oversee CAP for post-implementation advocacy, escalations, retention.
- Mobilize cross-functional resources to resolve issues and protect revenue.
🎯 Requirements
- Proven senior CS leadership in SaaS/tech.
- Experience handling critical escalations to restore trust.
- Track record of driving growth and scalability.
- Strategic workforce planning and process optimization.
- SaaS metrics knowledge: ARR, NRR, LTV.
🎁 Benefits
- Salary USD 184.5K – 288.4K per year.
- Bonus eligibility.
- Opportunity to shape global CX strategy.
- Collaborative, cross-functional environment.
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