Head of Customer Success

ABOUT PAYSCALE Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com http://www.payscale.com. Job Summary The Customer Success organization at Payscale plays a leading role in enabling our customers to #getpayright. As part of our broader Customer organization with Professional Services and Customer Support, our Customer Success team provides a world-class customer experience that is propelling our mission for fair and transparent pay. The Head of Customer Success is a high impact leadership role that reports to the VP of Customer Success. This role leads a growing organization of Directors/Managers and individual Customer Success Managers, responsible for ongoing adoption, value realization, stakeholder alignment and renewals of our customers. What You'll Do Own the overall strategy, execution, and results of our Customer Success organization. As a key member of the Customer organization leadership team, this individual will play a pivotal role in the shaping the customer experience at Payscale. With the recent transformation of moving our renewals motion to an Account Management team, this leader will be instrumental in operationalizing and championing an new outcomes- oriented, trusted- advisory approach over the coming year. The success of this role and team directly impacts Payscale's performance across critical measures such as gross and new retention, renewal rates, utilization, and customer satisfaction. You will inspire and lead a team that orchestrates the interactions driving meaningful customer value. - Responsible for Customer Success teams across Enterprise, Mid-Market, and SMB segments - Partner with People team to develop consistent job titles, levels, and career paths for Customer Success organization - Develop segmented strategy for lifecycle management to meet demands of high touchcustomer segments and scale segments - Partner with Operations and Customer Education teams to develop digital adoption and enablement strategy for scale segments - Partner with Sales on upsell and cross-sell opportunities to meet revenue targets - Partner with Operations and IT teams to ensure that Gainsight is configured and managed to meet needs of Customer Success - Partner with Marketing on collateral, customer communications, and customer advocacy programs - Partner with Product Management and Product Marketing teams to ensure successful migrations of legacy products to next generation solutions - Partner with internal stakeholder groups in Product and Services to create and maintaincomprehensive voice of the customer program, including Net Promoter Score and customer satisfaction surveys - Define and lead cadence with Product, Services, and Support teams to provide customerfeedback and suggestions for improvement and innovation - Develop repeatable processes and templates for new feature adoption, new user onboarding, quarterly business reviews, and expansions - Assist in the management and iteration of the customer health score, adoption metrics, and customer success plays in Gainsight - Own dashboards to provide real-time status to executive management on renewal forecasts, churn risk, and win/loss analysis - Engage with customers as necessary to help drive resolution of any outstanding customer satisfaction issues - Meet and exceed quarterly targets on customer and revenue retention goals What We're Looking For - 15+ years in Customer Success management leading both Enterprise and Scaled CS functions - 10+ years as people leader running Customer Success or account management teams previously - Knowledge and experience of SaaS business model, industry metrics, and customer lifecycle management best practices - Proficiency in Gainsight - Experience with business planning during transformations, territory assignments and reporting - Strong analytical skills and ability to tell stories with numbers - Ability to work with senior stakeholders and to present to senior executive audiences Location Payscale has an employee centric remote-first model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person for the moments that matter. In our remote-first model, employees can work from the location that works best for them. We do not have centralized corporate offices. Employees can choose to work from home, in company-paid co-working spaces, or any combination of the two that best suits their unique needs. If you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements: - High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal. - Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc. When it matters (usually no more than a few times a year) we take the time to gather for in-person events. Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii. Benefits and Perks All around awesome culture where together we strive to live our 5 values: - Data informed decision making. - Customer first. Always. - Succeed together. - Relentless about results. Obsessed with excellence. - Lead the change. Shape the standard. An open and inclusive environment where you’ll learn and grow through programs and resources like: - Monthly company All Hands meetings - Regular opportunities for executive leadership exposure through things like AMAs - Access to continued learning & development opportunities - Our commitment to a continuous feedback culture which allows us to drive performance and career growth - A growing network of Employee Resource Groups - Company sponsored volunteer hours - And more! Our more standard benefits - Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work - 14 Paid Company Holidays, includes 2 floating holidays (you choose!) - A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale - Unlimited infertility coverage benefits through our medical plans - Additional supplemental health benefits offered to you and your family - 401(k) retirement program with a fully vested immediate company match - 16 weeks of paid parental leave for birthing and non-birthing parents - Health Savings Account (HSA) options and company contributions each pay period - Flexible Spending Account (FSA) options for pre-tax employee allocations - Annual remote work stipend to be used on wellness or home office equipment Equal Opportunity Employer: We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We know the confidence gap https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/ and imposter syndrome https://fortune.com/2024/06/21/high-functioning-achievers-imposter-syndrome-career-ladder/ can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support. Fraud Alert: Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email recruiting@payscale.com