Head of Customer Success - Siemens Enlighted - San Francisco Bay Area or Remote About Us Imagine a company that combines the dynamic energy of a start-up and the backing of Siemens, a global powerhouse. A company where ideas, passion, and ingenuity are valued - and - vital to solve the next generation of smart building challenges and help customers achieve net carbon zero goals. Enlighted is human-centered proptech company that creates positive transformation wherever space, people and work meet through our industry leading technology. We empower organizations with this technology to transform physical spaces into regenerative places that fuel positive impact for people, portfolio, and our planet. Our team is constantly evolving to deliver exceptional value to customers worldwide and remain at the forefront of future-proofing building with our innovative solutions. If you are passionate about turning everyday spaces into extraordinary places – join us – and start making your impact today. Position Overview As Head of Customer Success, you will lead our rapidly growing CS organization and drive an integral mission in transforming the way our customers realize value. Customer Success is vital to our long-term growth. We will not be successful unless our customers are able to maximize their experience with our solutions. As such, we need a dynamic leader to execute a vision around success for our customers. This role includes ownership over customer success management, technical support, solution engineering, customer advocacy, and education with a reporting line to the COO. Responsibilities Drive customer success 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 Define and optimize customer lifecycle Map customer journey Develop listening points in the journey Standardize interventions for each point in the journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Enhance effectiveness and efficiency through technology Support systems Customer marketing software Reference and advocacy solutions Customer Success Management platform Inspire customer success across the company Create a company-wide culture of Customer Success Align with Marketing around marketing to existing clients Enhance Product around driving product roadmap Guide Executive Team around key metrics and objectives Drive company-wide definition of ideal customer Architect company-wide customer feedback loop About You Customer and people-centric approach 5+ years experience in leading customer-facing organizations Ability to manage and 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 Experience in a SaaS environment Demonstrated desire for continuous learning and improvement An enthusiastic and creative leader with the ability to inspire others Excellent communication and presentation skills Qualified Applicants must be legally authorized for employment in the Unites States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. Where permitted by applicable law, Siemens may require employees to be fully vaccinated against COVID-19 based on job requirements, and in accordance with an accommodation based on legally protected reasons. (Candidates hired to work in USA) Our Team Everything we do at Enlighted is underpinned by our values. We know it is not just what we do that matters, it is how we do it that makes the difference. We expect all team members to live our values and create a culture where everyone is inspired to be their best. You have a unique opportunity to chart your professional path by owning your development, your career, and your future. We encourage all employees to hone their skills, acquire new ones, and explore continued opportunities within Enlighted and Siemens – the brightest way to advance your career! What We Offer Meaningful and challenging work opportunities Base salary range for this position is $150,000 - $220,000 depending upon location and experience Flexible work models to balance your work and life in the ways that suit you best, including virtual, in-person, hybrid and on-site. Dynamic, modern work environments that promote collaboration and creativity Generous medical, dental, vision and mental health counseling benefits Matching 401K program Share matching program Competitive vacation policies to disconnect from work and recharge #SI_RSS_ENLD #RSS #LI-ACR #LI-REMOTE Organization: Smart Infrastructure Company: Building Robotics Inc. Experience Level: Experienced Professional Full / Part time: Full-time Equal Employment Opportunity Statement Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law Applicants and employees are protected under Federal law from discrimination. To learn more, Click here. Pay Transparency Non-Discrimination Provision Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here. California Privacy Notice California residents have the right to receive additional notices about their personal information. 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