Customer Success Leader

Role Overview

Gerent is on the lookout for a Customer Success Leader who can help our fast-expanding team empower enterprise clients through a digital transformation leveraging Salesforce as well as drive change activities for our own transformation. Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive return on investment from our service. As such, we need a senior executive to own and drive success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).



*We are looking for Customer Success Leaders with various degrees of experience at this time. Actual responsibilities and qualifications may vary slightly based on the level at which a candidate is hired. 


What you’ll do: 

  • Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Performance Indicators (KPIs); hiring, training, and developing a world-class team
  • Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Large Enterprise, Mid-market and SMBs
  • Work closely with the Delivery leadership to build a global professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation projects.
  • Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects.
  • Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.


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What we’re looking for:


Education

  • University degree or college diploma in Business Administration, Cognitive Science, Communication and/or Project Management (or equivalent experience) preferred.
  • Salesforce certifications: Admin, <do we want to add any other as preferred?>

Experience

  • 10+ years of Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • 5 + years consulting experience, preferred
  • CRM consulting experience, preferred


Skills & Competencies:

  • A true love for customers
  • Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered
  • Experience building and managing large Customer Success and or Professional Services teams in a fast-paced, dynamic environment
  • Ability to move quickly and iterate
  • Salesforce experience and an ability to speak to technical customers in their language
  • A strong strategic vision for the customer experience, professional services, and customer support
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Ability to communicate well with individuals, teams, partners and at Salesforce industry events
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate
  • Understanding of the balance between internal services, Salesforce Account and Sales teams and how to use both effectively to support customers and grow quickly
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skills


Soft skills:

  • People leadership — Experience managing stakeholder relationships and influence senior executives across an organization.
  • Teamwork — Must collaborate effectively with technical and non-technical team members during projects.  Ability to problem-solve and manage conflict.
  • Client focus — Must apply a client-centric mindset and ensure that all projects keep clients’ stated needs and goals top of mind.  
  • Accountability — Must be willing to take ownership of and responsibility for their customers project success.
  • Communication and Organizational skills — Excellent communication, interpersonal and organizational skills
  • Innovation, creativity, and problem-solving —  Should be willing to think outside the box when confronting project challenges, building out practice assets and defining methods to train delivery resources. 
  • Creativity - Must be able to research and/or create methods of engaging people to drive change.


Leadership Qualities:

  • Must have a strong commitment to living in service to others
  • Be of outstanding character; a leader who influences others to become the best versions of themselves and demonstrates wisdom, integrity and resilience even in tough times 
  • Be a keenly intelligent builder, dedicated doer, and empathetic leader who enjoys developing teams and creative strategies


What we can offer you:


  • Competitive salary
  • Full-time WFH
  • Unlimited PTO
  • Paid major holidays
  • Healthcare, dental, vision coverage
  • 401k 

Don’t wait; start growing your career with Gerent today!


At Gerent, we recognize that our people are our strongest asset. Since our founding, we’ve sought to harness the power of people and technology to fuel meaningful, positive connections between businesses and consumers. Our thriving community of creative thinkers and makers sets us apart by continually finding new ways to turn innovative technology solutions into remarkable customer experiences.  


The quality of their collective work speaks for itself — today, Gerent stands as a Salesforce Summit Partner and, after 900+ implementations, holds a 5-Star Customer Satisfaction Score. Our services span the gamut from strategy to consulting, implementation, digital experience, innovation, and managed services. 


Our ultimate goal is to become a trusted advisor in the Salesforce ecosystem. To that end, we’ve gathered some of the best and brightest in tech to ensure that Gerent’s collective strategic knowledge, business acumen, industry knowledge, and deep technical expertise set us apart from our competitors. 


We’ve built a solid foundation over the past 13 years. Now, we have a pivotal opportunity to expand exponentially over the next few years. We need talented professionals who can help us grow — and want to grow alongside us. 


Why work with Gerent?


  • Relationships are our gold standard.

We put our people first because we know the way we treat our employees is the way they’ll treat our customers.


  • Learning never stops.

Our team has an unquenchable thirst for knowledge. We embrace curiosity and continuous learning, pushing ourselves to skill up and stay abreast of industry and technical innovations.


  • Working to live.

Work is just one facet of a person’s life, and we intend to keep it that way. That’s why our entire team works remotely – because we’ve found that working from home means having more time to spend on our passions and with our families. 


  • Embracing our differences. 

Diversity is one of our greatest strengths. By including people from all walks of life, we can generate the best ideas and solutions.


  • We see and seek the best in people.

We assume the best of those we work with. We’ve found that assuming positive intent from our clients and colleagues leads to a positive work environment where everyone thrives.


  • Greater than the sum of our parts.

We believe we’re at our best when we work together. We’ve created a culture in which team members come together and elevate one another to perform at a higher standard than they ever could alone.


  • Constantly striving for excellence.

When something is good, we want to make it great. It’s in our company DNA to challenge the status quo and push the envelope. We’re not afraid to ask hard questions that improve our work.


  • Doing the right thing.

We keep our moral compass close at hand. We strive to do the right thing in every situation, no matter how big or small. 


We’re always looking for talented professionals who can help make our company — and team — stronger and more capable. Apply today! 

 


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