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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success initiatives, managing strategic customer relationships, and driving retention performance. Proven ability to translate customer feedback into actionable insights while building and developing high-performing teams.
Highest-signal resume keywords
Customer Success LeadershipGross Revenue RetentionNet Revenue RetentionC-Level CommunicationTeam Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success StrategyCustomer AdvocacyRisk ManagementData AnalysisProcess Development
Soft Skills
Organizational SkillsCommunication SkillsRelationship BuildingTeam CollaborationProblem Solving
Industry Keywords
Enterprise CustomersFortune 500Transportation TechnologyParking TechnologyWorkplace Technology
About the role
Key responsibilities & impact- Lead the global Customer Success and Support function
- Report to the COO and serve as a key member of the leadership team
- Own strategic customer relationships, retention performance, customer advocacy, and the voice of the customer
- Lead and develop a team of 10 Customer Success, Implementation, and Support professionals
- Build processes, playbooks, workflows, and resources to support continued growth
- Build executive-level relationships with the largest and most strategic customers
- Maintain 100% referenceability across top customers
- Own portfolio-wide Gross Revenue Retention and Net Revenue Retention
- Develop customer success plans and identify risks and opportunities
- Partner with the commercial team on renewals and expansion
- Gather, consolidate, and prioritize customer feedback
- Translate customer needs into actionable insights for Product and Engineering
- Partner with Product Management to influence roadmap decisions
- Establish expectations, performance standards, and career development
- Build the team structure and hiring plan to scale the function
- Support complex global rollouts across customer stakeholders and internal functions
- Strengthen account planning, customer health, risk management, escalation, support, and executive engagement processes
- Report to the executive team on customer health, retention, advocacy, support performance, risks, and growth opportunities
- Translate customer and operational data into insights and recommended actions
Requirements
What you’ll need- Experience supporting the largest enterprise customers and Fortune 500s
- 10+ years in Customer Success supporting a tech product
- Strong organizational skills and ability to manage multiple workstreams in a fast-paced environment
- Excellent verbal and written communication skills with C-level stakeholders
- Comfort working with Product Management and driving the opinion of Customer Success on customer needs
- Familiarity with Transportation, Parking, or Workplace technology
- Ability to work remotely while supporting the time range from Pacific Coast US to East Coast US time
- Must be based in the United States or Canada
- Preference for candidates based in Eastern or Central time zones
Benefits
Comp & perks- Equity participation
- Benefits
- Remote work without relocating
- Career growth opportunity to build and scale a global Customer Success function
- Meaningful leadership influence and direct access to the executive team
- Product influence over a global enterprise SaaS platform
- Work with exceptional customers and talented teammates