SaaS Customer Success Lead

What we're all about

We find, when we come together in the pursuit of excellence, great things happen. And that's how we do things at Quantexatogether. Our business is data, but our culture is collective. We're about growthbut not just the bottom line. We create a culture where people feel empowered to do their best work. We might work across continents and time zones, but that doesn?t stop us from collaborating. We're connected. We celebrate our successes together, and we unite to tackle the challenges. 41% of our colleagues come from an ethnic or religious minority background. We speak over 20 languages across our 47 nationalities, creating a sense of belonging for all.

At Q, we're looking for people who share that vision. People like you.

The opportunity

Historically, Quantexa's software has been delivered to our customers via an on-prem, private cloud deployment model. We have recently launched our first Software-as-a-Service offering and we are looking for a leader to build and run the future state of our SaaS Customer Success function. You will personally play a critical role in ensuring our clients successfully adopt and benefit from our SaaS solutions. You will be responsible for designing and managing the customer experience through the full customer journey from trial execution, through on-boarding, to customer support and expansion. You will define and execute strategies to maximise customer conversion, retention, satisfaction, and growth.

You'll be in your element working in a fast-paced, customer and people first culture, where you can make a real impact on the lives of our colleagues and the future of Quantexa.

Requirements

What you'll be doing

• Engage with Quantexa's ExCo to align on design and remit of the SaaS Customer Success function, establishing a timeline for the maturity and growth of the function going forward
• Ensure that the customer journey from prospect through customer onboarding to support is friction free to maximize customer conversion, retention and growth
• Work with Sales and Solution Engineering to develop technical pre-sales materials and provide technical pre-sales support, eg run SaaS demos, and discuss integration and on-boarding requirements with prospects
• Work with Sales and Marketing to create and execute a SaaS trial process that is simple to execute for prospects, with appropriate levels of support and guidance to maximize conversion to paying customers, engage in account management and renewal processes
• Work with Delivery and Education to develop and execute onboarding plans for new SaaS customers, contributing to the creation of product onboarding and user training assets to ensure a smooth transition to a paying customer
• Build and maintain strong relationships with key clients, acting as the main point of contact for escalated issues, especially for the early adopters.
• Work with Product Management to build and execute an appropriate customer feedback mechanism to capture customer satisfaction, gather feedback on the SaaS product, provide product updates, and share guidance and advice on how best to use the service.
• Analyse customer usage data to identify customer friction points within the product, risks and issues as well as opportunities to upsell and cross-sell additional products and services.
• Work with R&D to develop and implement a robust customer support service for SaaS customers to increase customer satisfaction and retention.
• Recruit, lead and mentor a team of SaaS Customer Success Managers, providing regular training and development opportunities.
• Collaborate with product management to influence the product roadmap, ensuring customer needs are met in new product launches.
• Track and report on key SaaS customer success metrics (e.g. NPS, churn rate).
• Provide regular updates to senior management on customer health and competitiveness of the SaaS offering(s).
• Use data to continuously improve SaaS customer success strategies.
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals

What you'll bring

• Extensive experience in Customer Success, Account Management, or related roles in a SaaS environment.
• Proven leadership and team management experience.
• Strong understanding of SaaS business models and customer success principles.
• Excellent communication, presentation, and interpersonal skills.
• Proficiency with Customer Success software and CRM systems (e.g., Salesforce).
• Analytical mindset with the ability to use data to drive decision-making.
• Ability to handle and resolve conflicts in a professional manner.
• Ability to be flexible and comfortable in a fast-moving results-orientated environment.
• Self-motivated and proactive, with the ability to work on own initiative and offer new ideas.
• Strong team-working skills and a desire to be part of and contribute to the success of a fast-growing organisation.
• Personal commitment to improving one's own knowledge and sharing best practice with colleagues.

Benefits

Our perks and quirks.

What makes you Q will help you to realize your full potential, flourish and enjoy what you do, while being recognized and rewarded with our broad range of benefits.

• Salary range from $170,000 - $225,000 (subject to location)
• Company bonus
• 401(k) match up to 5%
• Competitive PTO Allowance + Paid US Federal Holidays + Your Birthday Off!
• Medical, Dental, and Vision coverage
• Short-term and Long-term Disability, Life, and AD&D insurance
• Access to One Medical - primary care practice that offers 24/7 on-demand virtual care
• Access to Teladoc - on-demand healthcare via phone or video
• Access to Health Advocate - the nation's leading healthcare advocacy and assistance company
• Access to Calm App Subscription - the #1 app for meditation, relaxation, and sleep
• Access to Talk Space - the #1 rated, HIPAA-compliant app for online counselling and therapy services
• Continuous Training and Development, including access to Udemy Business
• Company-wide socials

Our mission.

We have one mission. To help businesses grow. To make data easier. And to make the world a better place. We're not a start-up. Not anymore. But we?ve not been around that long either. What we are is a collection of bright, passionate minds harnessing complexities and helping our clients and their communities. One culture, made of many. Heading in one directionthe future.

It's all about you.

It's important to us that you feel welcome, valued and respected. After all, it's your individuality and passion for what you do that will make you Q. We see thatwhich is why we're proud to be an Equal Opportunity Employer. We?ve created and will continue to improve our inclusive and diverse work environment. Regardless of your race, beliefs, color, national origin, gender, sexual orientation, age, marital status, neurodiversity or ablenesswhoever you areif you are a passionate, curious and caring human being who wants to push the boundaries of what's possible, then we want to hear from you.