BRIEF REQUIREMENTS

• 10+ years of experience in customer service or customer care within a SaaS organization, with at least 3 years in a leadership or managerial role.
• Strong knowledge of customer service practices, KPIs, and customer experience management.
• Proven track record of driving renewals, expansion, and retention in enterprise accounts.
• CRM proficiency required (Zoho preferred).
• Strong problem-solving skills with the ability to develop and implement effective strategies for continuous improvement in customer care processes.
• Experience in analyzing customer feedback and KPIs to identify trends, improve team performance, and optimize service quality.
  That is a short intro to what we are looking for. First, you need to know if you’ll even like working with us. We started in 2001 and we haven’t taken any outside funding—we’re established, profitable, and in this for the long haul. We have one overarching requirement when it comes to joining our team: our Core Values have to really click with you.
  If you’re smiling when you read our Core Values, you’ll probably fit right in here.
  We live our core values every day, and we mean it when we say we provide a happy and healthy work experience. We have a team full of truly exceptional people… the kind you’ll be excited to work with.

KEY RESPONSIBILITIES

• Design and Optimize Workflows: Create and implement support workflows, CRM best practices, and operational processes that scale across enterprise accounts.
• Strategic Leadership: Lead Quarterly Business Reviews (QBRs) with strategic accounts and establish a best-practices playbook to guide the team.
• Technology Enablement: Select, customize, and manage best-of-breed support software to improve service delivery.
• Reporting and Analytics: Design and publish operational reports (e.g., Movers and Shakers), develop customer service KPIs, and drive insights into churn and expansion.
• Change Management: Design workflows to support pricing and contract changes while maintaining customer satisfaction.
• Performance and Incentives: Develop and manage customer service bonus programs that align team incentives with organizational goals.
• Customer Advocacy: Act as a trusted advisor to customers, ensuring adoption, satisfaction, and growth.

TO BE SUCCESSFUL IN THIS ROLE YOU’LL NEED TO TAKE OWNERSHIP IN:

• Reducing Customer Churn: Effectively identifying at-risk customers and proactively addressing concerns to improve retention rates.
• Driving Operational Efficiency: Streamlining customer service processes and reducing response times, leading to increased efficiency without compromising quality.
• Implementing Customer Feedback Loops: Establishing systems to gather, analyze, and act on customer feedback to drive improvements in services, and customer care strategies.
• Cross-Departmental Collaboration: Working closely with product development, and other departments to ensure customer needs are met and any recurring issues are addressed at the root cause level.
• Handling Escalations Effectively: Resolving high-impact, complex customer issues with professionalism and care, turning negative experiences into positive outcomes for both the customer and the company.
• Managing Key Performance Indicators (KPIs), Specifically:
• Net Revenue Retention (NRR): 110–120%+
• Gross Revenue Retention (GRR): 90–95%+
• Customer Health Score: Measured via usage, API call volume, adoption rates, support patterns, and engagement
• Expansion Revenue Rate: 20–30% of customers expanding annually
  This is a full-time, exempt position. However, we want everyone to have a happy life outside of SO, and we seldom work more than 40 hours per week. There are occasions where things get busy and you may be expected to put in some extra time. We work hard and smart so we can stay in this for the long haul.
  Since early 2020 we’ve been a fully remote team and we plan to stay permanently remote, so you can live and work wherever you want (with a reliable internet connection) in the United States. You’ll be working with folks predominately on the West Coast of the United States for a significant portion of your time. Location doesn’t influence your productivity, but it sure does help with communication.