Location: WordStream, 177 Huntington Avenue, Boston, Massachusetts
Position Overview: At Wordstream, we believe the impact of our product on our client’s business is one of the most critical measures of our success; to that end, it is of utmost importance that we ensure our customers have the training and support necessary to derive massive value from our service.
WordStream is seeking a proven leader who will own our efforts to drive success for our customers. This role includes responsibilities for Customer Success activities (e.g. on-boarding, support, services, adoption, advocacy, retention, etc.), outcomes (e.g. renewals, up-sells, etc.) and organizational growth (e.g. team structure, internal processes, playbooks, etc.).
Responsibilities:
- Drive Customer Success outcomes
- Increase renewal rates and decrease churn
- Expand our revenue in accounts through cross-selling and up selling
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g. usage, satisfaction, issue resolution, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying stages
- Identify opportunities for continuous improvement
- Learn from industry best practices
- Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell/Up-sell
- Customer Marketing and Advocacy
- Lead World-Class Customer Success Team
- Recruit experienced leaders for each functional role
- Attract high potential individual contributors into team
- Create efficient and comprehensive employee onboarding program
- Encourage continuous learning within team
- Enhance Effectiveness and Efficiency Through Technology
- Support systems
- Salesforce dashboards
- Customer marketing software
- Reference and advocacy solutions
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing Team to enhance marketing efforts for existing clients
- Align with Product Team around drive customer-focused product development
- Align with Sales to target clients with high retention characteristics
- Align with Finance around measurement and retention
- Align with Executive Team around key metrics and objectives
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop
Required Skills & Experience:
- 5+ years’ experience in leading customer-facing organizations
- Strong knowledge of CRM tools and services
- Demonstrated people management competencies: accountability for results
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and service delivery experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees
- Paid search management experience a plus
We’re A Search Marketing Company with One Vision
WordStream develops search marketing software, provides paid search management services, and shares online marketing advice through our blog. Founded in 2007, we’ve evolved from being a keyword software tool developer to a destination for paid search marketing expertise. The WordStream platform lives in the cloud, delivering customer requests on-demand and quickly adapting to changes in the industry with new customer requested features. The results speak for themselves: more traffic, high-quality leads, and greater profits, every day.
- In a few short years WordStream has become an industry leader, serving thousands of clients worldwide – and we are just getting started!
- Our award-winning software helps clients experience a phenomenal 65% increase in sales and a 9% drop in costs associated with those sales.
WordStream was recently voted as one of the best place to work in Boston and is located in Boston’s Back Bay close to the commuter rail and many T stations.
How to Apply:
If you qualify, please submit your resume and cover letter including demonstrated results supporting the culture, abilities and responsibilities of the role to ServicesJobs@wordstream.com and we’ll be in touch.