ToutApp is the leading provider of sales acceleration solutions that helps sales teams streamline communications to close more deals. ToutApp’s robust email tracking, templates and analytics help sales teams increase overall engagement throughout the sales process. Founded in 2011, ToutApp has more than 100,000 salespeople using its platform, with enterprise customers including Atlassian, Dropbox, Optimizely, Jive, Namely and more.

Responsibilities / What You'll Do:

Drive Customer Expansion and Retention Revenue Outcomes

• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability

Define and Optimize a Repeatable and Scalable Customer Lifecycle Methodology    

• Define and document the customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn and teach best practices to our customers

Measure Effectiveness of Customer Success

• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to executive team and the company

Build and Lead World-class Customer Success Team

• Recruit and attract high potential contributors into team
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team
• Develop and refine an team structure that will scale as the company grows

Inspire Customer Success Across Company

• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

Requirements / What We're Looking For: 

• 3+ years experience in leading a Customer Success team
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees

Perks:

• Unlimited vacation
• Premium employee covered benefits (medical, dental, vision)
• An office located in San Francisco’s Financial District
  
• Beer O’Clock every Friday (wine, whiskey and scotch welcome too)
• A top-of-the-line Mac setup

• Catered lunches