About Siemens Digital Industries Software Siemens Software, a business unit of the Siemens Digital Industries, is a leading global provider of software solutions to drive the digital transformation of industry, creating new opportunities for manufacturers to realize innovation. At Siemens we are always challenging ourselves to build a better future. We are all about empowering companies of all sizes to embrace complexity and leverage it to enhance productivity and gain a competitive advantage. We are on a mission to hire the very best and our Customer Success organization is focused on our transformation to a SaaS business model. We are looking for a dynamic, results oriented leader who can continue to build the global customer success organization. General Summary of the Job: Position Overview: As Siemens moves to a SaaS business model, with a ratable revenue structure, Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, adoption, advocacy, retention, etc.) and outcomes (Net Recurring Revenue (NRR)). Responsibilities: Inspire Customer Success across company and 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 on key metrics and objectives. Create company-wide customer feedback loop Drive Customer Success outcomes. Increase renewal rates and reduce churn. Expand our revenue in accounts through cross-sell and up-selling fluence 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 Customer Lifecycle. Map 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 from best practices in industry Manage Customer Success activities. Onboarding Partner with Professional Services and Training, Customer Support Customer, Success Management Partner with Renewal Sales Cross-sell / Up-sell Advocacy Measure effectiveness of Customer Success, Define operational metrics for team. Establish system for tracking metrics. Create cadence for review within team Lead World-class Global Customer Success Team. Attract high potential individual contributors into team. Create rapid onboarding process for new team members. Foster collaboration within team and across customer lifecycle. Encourage continuous learning within team Enhance effectiveness and efficiency through Technology Build Virtual CSM (tech touch model). Leverage common email platform for onboarding and nurture. Create customer health platform to drive targeted actions with customers Required Experience/Skills: 15+ years’ experience in leading customer-facing organizations 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 At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow’s reality. Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds 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. Organization: Digital Industries Company: Siemens Industry Software Inc. Experience Level: Experienced Professional Job Type: 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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