Global Head of Customer Success

vor 3 Wochen

Fribourg, Schweiz Pitcher Vollzeit

**At Pitcher, We Thrive on Innovation**

Pitcher is a rapidly growing software company headquartered in Zurich, Switzerland that is continuing its expansion globally in the regions of EMEA, North America, Latin America, and Asia Pacific. The revolutionary Sales Enablement platform that Pitcher introduced in 2011 enables field sales representatives to execute their jobs more efficiently and thereby drive more sales. It is the super app for corporate salespeople. Across its focus verticals of Life Sciences, Consumer Goods, Manufacturing and Financial Services Pitcher empowers sales teams in over 136 countries to deliver best-in-class customer interactions whilst at the same time making the users engagement with systems like CRM and ERP an enjoyable experience.

Pitcher AG is seeking a **Global Head of Customer Success **(Customer Success Director) to join our team in either the USA or to join our team in EMEA, we will consider both the UK, Germany, Spain and Switzerland as locations

**The Role**:
You will be a talented hands-on individual who wants to have a major impact and drive change. You will have extensive experience of leading a fast-growing Customer Success Management function in a SaaS Organisation. Demonstrable and proven experience leading / scaling a team with the ability and determination to work cross-functionally with multiple key stakeholders, at a senior level.

You will clearly articulate, create, lead, and execute the company's revenue protection, customer satisfaction, and advocacy plans. You will be closely cooperating with Sales, Product Management, and Marketing as well as other team members.

You will:

- Be a transformational leader, building and managing a growing team of high performing global customer success managers to deliver customer outcomes, and ultimately, best in class retention, adoption, and expansion results.
- Collaborates and influences multiple internal and external partners across Pitcher and our client eco-system to implement best practice customer success & services
- Define and implement the vision of what the perfect Customer Experience/Journey at pitcher should be.
- Segment the customer base and varying strategies
- Work closely with Service Delivery, Sales, Marketing, and Support to assure a 360 degree view of our customers, their needs, and expectations.
- Develop listening points in the journey (e.g., adoption, usage, customer satisfaction, etc.)
- Standardise onboarding and training solutions, as well as interventions for critical points in journey (develop the "Playbook")
- Create the Customer Success Playbook to assure consistency and quality throughout the organization.
- Identify opportunities for continuous improvement and learnings from industry best practices
- Improve revenue retention and renewal rates
- Drive up NPS
- Influence upsell/cross-sell opportunities
- Increase customer lead to value through higher product adoption and usage rates, customer satisfaction and overall customer health scores
- Support new business growth through the identification, fostering and promotion of customer advocates

**Inspire Customer Success Across the Company**:

- Reinforce a customer-first culture
- Help foster a culture of teamwork & collaboration
- Ensure alignment of customer success motion, insights and actions with Product, Marketing, Sales, and Finance
- Align with Executive Team around key metrics and objectives
- With Product, create a company-wide customer feedback loop

**Required skills**:

- Minimum 5 years of experience in developing and executing Customer Success function in a SaaS business model, working with large enterprise customers preferably in the Life Sciences, Consumer Goods, Financial Services, and Manufacturing verticals.
- Excellent presentation and interpersonal skills, both verbal and written Strong experience of Customer Success Tools and processes
- A Culture builder with a passion for developing people Motivation and flexibility to work well in a rapidly changing fast-growing environment
- Customer-focused with strong empathy and passion for revenue, growth, and quality service (internally and externally).
- SaaS/Cloud experience preferred
- Salesforce and Gainsight software knowledge

**Desired skills**:

- Shows the highest level of integrity, intent, ability and results in all endeavours building trust with all stakeholders.
- Ability to manage influence through collaboration, persuasion, and negotiation
- Ideally combined background of revenue retention and expansion responsibilities.
- Demonstrated desire for continuous learning and improvement. Analytical and process-oriented mindset.
- Excellent presentation, organisation, listening and interpersonal skills, with an ability to write and speak succinctly.
- Ability to build teamwork and a healthy, respectful, yet driven culture.
- Can think creatively to generate and implement unique programs and strategies.

**Your benefits at Pitcher will include**:

- Opportunity to dee

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