Job description

We are looking for a leader, who will report to our VP Customer Success Management and has a successful track record of being both a coach and hands-on team player, with an exceptional customer success mindset. The ideal candidate will be considered a trusted advisor and key collaborator to partner with our customers in driving their business forward. Experience in both analytical and consulting / advisory skills are critical to the success of this person. Not only will you take full responsibility for customer accounts across the different stages of their lifecycle – from onboarding to renewal, but also for the success of your team.

Proven team management skills with regards to cultivating high-performing teams, contributing to the setting and achievement of aggressive goals as well as building a strong sense of team spirit. An approach that ensures seamless collaboration and communication within the Customer Success team and adjacent teams, such as the Sales team.

WHAT IS WAITING FOR YOU?

• Fun, fast-paced and growing company with LeanIX
• Customer Success team that values accountability, transparency and innovation
• Collaborative environment within the Customer Success team as well as across the Sales, Marketing and Product teams
• Drive the success of the US-based Customer Success Management team
• Maintain high-level of customer satisfaction, measured by Net Promoter Score, while mitigating churn risks
• Proactive planning to achieve upsell and revenue goals
• Development of strategic Success Plans and related Account Plans
• Ensure continued success using LeanIX products to drive business outcomes without our customers
• Be considered a trusted advisor by way of best practices recommendations from product usage to industry-specific trend
• Ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
• Act as an authority and trusted advisor for customer and internal escalations
• Ability to diagnose common customer needs and issues, in terms of business value and outcomes (primarily CIO/IT org) and then translate those needs into actionable solutions

WHAT ARE WE LOOKING FOR?

• 10+ years of work experience in Customer Success, IT/Cloud Management or Consulting
• 3+ years of work experience hiring, developing, motivating and mentoring a team
• Experience leading a team within a high growth SaaS or hi-tech business ~$5M to $25M+ ARR
• Experience in customer management, not just project management
• A low-ego leader who instills confidence and is also able to get into the weeds.
• Understanding of key customer success concepts, such as data-driven and business outcomes
• Disciplined and results oriented. Must be entrepreneurial with a high-level of energy, intensity, dedication, and an unrelenting drive to succeed and win.
• Extremely high work ethic and strong ability to prioritize.
• Impeccable integrity and ethical standards.
• Preferred, but not required is 1+ year(s) working knowledge using Gainsight or Totango
• Preferred, but not required, fluency in Portuguese

LeanIX, The Continuous Transformation Platform® that efficiently organizes, plans and manages IT landscapes, supporting 850+ customers with our 3 solutions Enterprise Architecture Management, SaaS Management Platform and Value Stream Management.

LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (450+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.

At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and from one of our offices. LeanIX teams and team members decide together on the work mode which suits them best. Next to that we have great benefits for you, CHECK OUT HERE WHAT´S IN FOR YOU!

LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at people@leanix.net. You will be treated with the utmost respect and confidentiality.

All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.

arclintfl.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, arclintfl.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, arclintfl.com is the ideal place to find your next job.