Requirements and responsibilities
The Company:Lightyear builds software that is revolutionizing the telecom management experience for hundreds of enterprises. Lightyear’s platform helps enterprise IT teams automate telecom procurement, network inventory management, telecom bill payment, and much more, and is utilized by companies including Honeywell, Alo Yoga, Palo Alto Networks, and Louis Vuitton. Lightyear has raised nearly $65M from the first investors in Roblox, Discord, Coupang, Robinhood, and Flexport.The Position:As Lightyear’s Head of Customer Success, you will play a critical role in defining what best-in-class Customer Success looks like for Lightyear by building out and executing processes that impact our customer experience, customer retention, and overall revenue growth. In this position, you’ll work closely with the CEO as well as the Sales, Operations, and Product functions to ensure smooth customer renewals, proactively identify opportunities to grow revenue within existing customers, translate customer utilization data and anecdotes into product and process changes, and deal with customer issues first-hand. The ideal candidate for this will bring together a customer-first mindset with sales and / or customer success past experience, in a SaaS or startup environment. This is a “build and lead” role for a function still in its infancy at Lightyear and comes with a highly competitive compensation package. Estimated total cash compensation ranges from $180,000–$250,000, with final compensation determined based on the candidate’s experience, skills, qualifications, and overall fit for the role.Key ResponsibilitiesWork closely with the GTM org to measure and drive high-quality customer experiences across pre- and post-sales that results in high net retention, NPS, and upsellOwn the customer renewal process to drive best-in-class gross retentionBuild out the playbook for post-sale opportunity identification and upsells by strategically utilizing customer inventory data and key touchpoints such as QBRsUse product and user analytics to manage and improve the customer experienceEngage with customers and provide customer feedback to inform our product roadmap; act as voice of customer regarding issues, opportunities, and enhancementsWork closely with the CEO, CTO, Sales, Operations, and Product to meet all goals and objectives across the customer lifecycleBuild and maintain strong culture, sentiment, and collaboration across the teamIdeal QualificationsProven track record of managing key pre-sales and / or post-sales processes at a fast-growing company, or relevant experience in operationally rigorous startup rolesDeep understanding of key customer success and customer retention SaaS metricsExperience building and leading successful teams at a SaaS companyStrong empathy for customers and passion for revenue processesStrong executive presence and ability to influence customer leadershipExperience working with cross functional teams to achieve company objectivesExperience working with Salesforce, Hubspot, and other customer analytics softwareRelentless focus on continuous, data-driven improvement
Optionally, you can add more information later (benefits, pre-screening questions, etc.)