Head of Customer Success - North America

Profile

u003cpu003eu003cspan style=font-weight: 400;\u003eOver the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: u003c/spanu003eu003ca href=****style=font-weight: 400;\u003eSubscribedu003c/spanu003eu003c/emu003eu003c/au003eu003cspan style=font-weight: 400;\u003e.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eCompanies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003eOur vision is simple: u003c/strongu003eu003cspan style=font-weight: 400;\u003ewe call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy -- u003c/spanu003eu003ca href=****style=font-weight: 400;\u003ea $1.5 Trillion opportunityu003c/spanu003eu003c/au003eu003cspan style=font-weight: 400;\u003e by 2025 according to UBS.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003eOur mission:u003c/strongu003eu003cspan style=font-weight: 400;\u003e to power the world’s best companies to win in the Subscription Economy.u003c/spanu003eu003c/pu003enu003cpu003eu003cbru003eu003cbru003eu003cbru003eu003c/pu003enu003cpu003eu003cstrongu003eThe Team u0026amp; Roleu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eYour Mission:u0026nbsp;u003c/strongu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eWe are seeking a Head of North America Customer Success to manage our growing CSM team. The Head of CS will lead a team of CSMs in delivering business value for our largest and most important customers in North America.u0026nbsp;u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAs the Head of North American Customer Success, you will build a strong customer success team through both external hiring of top talent, and internal talent/skill development through coaching.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eYou will partner with executive leadership across your portfolio of customers, ensuring they have an advocate inside the organization that maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eYou will partner with other leaders (Sales, Services, Product, Support, Marketing) in the region and around the world to deliver a world class customer experience as companies scale their subscription businesses.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cbru003eu003cbru003eu003c/pu003enu003cpu003eu003cstrongu003eOverall Responsibilities:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eManage a team of Managers and Directors across North America with 10-20 CSMs in delivering business value for our largest and most strategic customers across the worldu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDefine and drive the strategy and detailed execution plan for each of our North American Business, driving faster customer time to value, renewal rates, lead generation, and growthu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBuild a strong customer success team through both external hiring of top talent, and internal talent/skill developmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCoach and develop your CSMs toward delivering on KPIs in product adoption, education, subscription experience, project management, customer satisfaction and achieving valueu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProvide the team with thought leadership, coaching, conducting one-on-ones and career mentorshipu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePartner closely with regional leaders (Sales, Services, Support, Marketing) in prioritizing key initiatives to maximize customer success and support account goals.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eParticipate in, and/or identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to improve Customer Success and CSM efficiencyu0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eLead a high impact team that operates with urgency and drives measurable results.u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cbru003eu003cbru003eu003c/pu003enu003cpu003eu003cstrongu003eMinimum Required Skills, And Abilitiesu003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e5 years in people management within an enterprise software or SaaS organizationu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e5 years in a technical Customer Success role or productu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e5 years in a account post sales customer facing role (Account Management, Customer Success, Delivery)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience leading multiple large, sophisticated technical projects and/or enterprise-level programsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience building and scaling teams for high growth companies, ideally from one of the following industries: finance or subscriptions, ERP, digital marketing, or another large-scale business systemu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven leadership abilities to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee moraleu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePrior experience including management of multi-faceted improvement/resolution programs within complex customer organization and experience of multi-national orgsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven record of driving measurable customer outcomes and success with large, complex customersu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empatheticu0026nbsp; approach and the grit to get things doneu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clientsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOutstanding presentation development and delivery skillsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience working with a cross-functional and geographically dispersed team and customer base.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBachelor’s Degree or equivalent experienceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePrevious experience with CSM tools like Gainsight, SFDC, Analytics packagesu0026nbsp;u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003eBenefits*u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eCompetitive compensation, company equity, and retirement programsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMedical, dental and vision insuranceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePaid holidays and “wellness” days and company wide winter breaku003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eGenerous, flexible time offu0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e6 months fully paid parental leaveu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eLearning u0026amp; Development stipendu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOpportunities to volunteer and give back, including charitable donation matchu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eFree resources and support for your mental wellbeingu0026nbsp;u0026nbsp;u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cemu003eu003cspan style=font-weight: 400;\u003e*Specific benefits offerings may vary by countryu0026nbsp;u003c/spanu003eu003c/emu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003eAbout Zuorau0026nbsp;u003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAs the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThrough our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003e“ZEO” Cultureu003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eTo learn more visit u003c/spanu003eu003ca href=****style=font-weight: 400;\u003ewww.zuora.comu003c/spanu003eu003c/au003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cstrongu003eZuora is proud to be an Equal Employment Opportunity Employer.u003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThink, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.u003c/spanu003eu003c/pu003enu003cpu003eu0026nbsp;u003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eWe encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.u003c/spanu003eu003c/pu003e}

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