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Head of Customer Success Consultant (3+ Month Contract)

Company: Hireology
Location: Saint Louis
Posted on: September 17, 2020

Job Description:

Head of Customer Success Consultant (3+ Month Contract)

Breakthrough and our community of pioneering Physical Therapy private practice owners are

united by the purpose of helping people in pain get back to normal naturally through PT and other

natural solutions instead of unnecessary pain medication or surgery.

Breakthrough is the leader in business growth for Physical Therapy private practices through

marketing services and business coaching. Our clients have an average annual practice growth

rate of 33%. Every month, our system drives over 10,000 direct access patients into our member

practices.

Our people are the heart and soul of our success. We are passionate, dedicated, and driven. Our

teammates have the grit to get things done in ambiguous environments, the teamwork drive to put

the team ahead of self, and the desire to continue to learn and grow throughout their careers.

If you are passionate about helping people get back to health naturally, and you love to work for a

driven company, we want to talk to you!

Job Summary

The Head of Customer Success Consultantis responsible for bringing their strategic vision and

innovative approach to drive success for every Breakthrough customer. Our Customer Success

program has come a long way in 5 years and we are looking for a proven leader to help elevate our

operations and engagement strategy to support the company’s growth, They will lead the customer

success team and implement strategy to drive customer goals and revenue expansion by ensuring

the engagement, success, and growth of Breakthrough’s customers.

Responsibilities

Create and implement the overall vision and strategic plan for the Customer Success department, focusing on increasing product adoption, leading a positive customer experience, and driving growth.

Develop a scalable framework to onboard, manage and support different customer types.

Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement

Lead and mentor the Customer Success team by setting their strategy, goals and objectives

Define and drive metrics on performance and processes to achieve company and customer objectives, provide the best customer experience and consistently achieve team productivity, and customer satisfaction targets

Partner with key internal stakeholders to provide an exceptional customer experience and maximize both customer happiness and renewal rates

Experience

6+ years of experience and in a customer success leadership role or similar in a start-up environment for at least 2 organizations (preferred)

Deep experience building and scaling customer success organizations, preferably within SaaS across large and small customers in a fast paced environment

Experience with managing all aspects of customer success lifecycle

Enthusiastic and positive leader with a proven track record in building and motivating teams

Experience with building high performance teams in a high-growth, customer facing role within a SaaS company

Hands on experience in customer success program design and iteration

Skills

Proven track record of creating a clear vision and successfully building scalable tactical engagement strategies to onboard and retain customers

Outstanding people leader with demonstrable commitment to the professional development of team members

Understanding of business systems framework (CRM, Support Tools, Surveys) and best practices in integration and business process mapping

Experience in users/admin training program development and design

Experience building and leading customer facing teams with strong customer empathy and a focus on driving platform adoption, engagement, and advocacy

Experience developing key business metrics and a track record of consistently delivering against targets in a fast paced, product-led growth environment

Customer-centric mindset that informs strategies, tactics and execution

Excellent executive-level communication skills both with customers and internally

Why Breakthrough

You will be part of a transformative company. Our mission is to help people in pain get back to

normal naturally (instead of overusing pharmaceuticals or getting unnecessary surgery).

Other Awesome Benefits About This Opportunity

Completely virtual. We don’t have an office (and never have). We care about your results and impact on the business and want our team to live and work wherever they want.

We have an amazing team of incredibly driven people who are constantly learning, growing,and encouraging one another.

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Do you have Experience with building high performance teams in a high-growth, customer facing role within a SaaS company?

Signature and Verification

I certify that answers given herein are true, accurate, and complete to the best of my knowledge. I authorize investigation into all statements I have made on this Form as may be necessary for reaching an employment decision. In the event I am employed, I understand that any false or misleading information I knowingly provided herein or in subsequent interviews may result in discharge and/or legal action. I understand that this Career History Form is not the sole basis from which a hiring decision has been made, and understand that this Form will be used in conjunction with a series of interviews and assessments to determine my suitability for the role to which I am applying.

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Date: 9/14/2020

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Keywords: Hireology, St. Louis , Head of Customer Success Consultant (3+ Month Contract), Other , Saint Louis, Missouri

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