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Customer Success Strategist

hace 2 meses

Madrid, Madrid, España Make A tiempo completo

About Make

Make is a leading visual platform that empowers users to design, build, and automate various tasks, workflows, and systems without requiring coding skills. Our company is headquartered in Prague, Czech Republic, and has a global presence with teams spread across the USA, UK, Germany, France, Canada, India, and Chile.

Job Summary

We are seeking a seasoned Customer Success Strategist to join our team. As a key member of our customer success organization, you will be responsible for driving the strategy, operational efficiency, and success of our customer success initiatives. You will collaborate closely with cross-functional teams to ensure our customers achieve their desired outcomes and derive maximum value from our SaaS solutions.

Key Responsibilities

  • Strategic Planning and Execution
    • Develop and implement customer success strategies that drive retention, expansion, and customer satisfaction
    • Align customer success objectives with broader company goals and ensure seamless execution
  • Operational Excellence
    • Design and optimize customer success processes and workflows to enhance efficiency and effectiveness
    • Monitor key performance indicators (KPIs) and metrics to identify areas for improvement and implement data-driven strategies
  • Methodology and Customer Assets
    • Enhance and develop customer success methodology
    • Implement strategies to mitigate churn and increase customer retention rates
    • Orchestrate design of internal and customer-facing assets
  • Reporting and Analytics
    • Develop and maintain dashboards and reports to track customer success metrics and outcomes
    • Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement
    • Present insights and recommendations to senior leadership to inform strategic decisions
  • Team Onboarding and Enablement
    • Define and execute onboarding and enablement plan for customer success team
    • Ensure available resources are leveraged to the fullest extent
  • Cross-functional Collaboration
    • Collaborate with sales, product, marketing, and support teams to align customer success strategies with overall business objectives
    • Serve as the voice of the customer in cross-functional meetings to ensure customer needs are prioritized

Qualifications

  • Bachelor's or Master's degree in Business, IT, or a related field
  • 3+ years of experience in customer success, strategy, or operations roles within a SaaS or technology company
  • Proven track record of developing and implementing successful customer success strategies
  • Strong analytical skills with the ability to leverage data to drive decisions
  • Exceptional communication and interpersonal skills
  • Proficiency with customer success platforms (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce) a plus
  • Ability to thrive in a fast-paced, dynamic environment

What We Offer

  • RSUs grant in a rapidly growing company
  • Multinational team with diverse backgrounds
  • Learning & Development plan
  • Generous vacation policy
  • RSUs grant for a newborn child
  • Gym pass
  • Meal and transportation tickets, medical insurance
  • Family leave program, offering paid leave for main carers and supporting carers

Make is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.