Global Head of Scaled Customer Success

Ignition is looking for an experienced operator with expertise in a productled B2B SaaS environment preferably with a focus on the SMB market. As we look to the future with ambitious growth goals we are looking for a leader who has helped Customer Success teams thrive and scale all the way to $100m in ARR. Ignitions growth has largely been driven by humanassisted motions in both pre and postsale stages. While there will always be a role for humanled interactions we are looking for an ambitious leader to help the Customer Experience team thrive as we embrace a Product Led Growth business model. 

Reporting to the VP of Customer Experience you will help shape the future of the Customer Experience team at Ignition acting as a mentor to key team members and a handson operator that can ensure Ignitions customer service reputation remains intact while embedding scalability as a core tenet of the teams operations. 

What youll be focused on:

1. Develop and Execute a Scaled/1:Many CX Strategy: Partner with the VP of CX to define and implement a scalable customer experience strategy that remains intact through to $100M ARR. Help design an org structure that optimizes outcomes and sustainable headcount growth.

2. Form and Lead a Pooled CSM Team: Establish and manage a pooled CSM team focused on supporting unassisted customer segments. Guide the team in defining playbooks and processes that balance effective outreach with a primarily digitalled customer journey ensuring sustainable growth through efficient customertoCSM ratios.

3. Optimize Processes Playbooks and Tech Stack: Conduct a review of the tech stack processes and playbooks across customer success support and education. Recommend and implement changes (retain replace or eliminate) to improve scalability streamline workflows and enhance CX touchpoints.

4. Advocate for DataDriven and ProductLed CX Improvements: Collaborate with data engineering CX ops (RevOps) and the Growth product team to prioritize and execute data and product needs including health scoring churn prediction and risk signals to drive proactive impactful CX playbooks and interventions.

5. Refine Customer Journey and SegmentSpecific Strategies: Continuously evaluate and update the customer journey map for different verticals and segments ensuring a tailored approach that optimizes each customers experience across their lifecycle. Partner with the education and customer marketing teams to minimize human touchpoints through effective content and communications.

6. Support and mentor the CX Leadership team: Leverage your experience to support your peers in both program management and Support & Education. While youll be peers on a team your experience you bring to the table will empower them to embrace scalable solutions for key workflows including revenue expansion retention support and new vertical initiatives. Encourage collaboration with key account management to incorporate scalable strategies within 1:1 service playbooks.

Your Metrics

Youll own:

1. Improving unassisted customer cohort retention  

2. Net Revenue Retention for unassisted customers (Expansion is via new addon products and plan switch)

3. Payment volume (unassisted cohorts)
    

Qualifications :

• 7 years of experience as a Director in a PLG oriented B2B SaaS business

• Experience in a 1:Many/Scaled Customer Success environment

• Willingness to take on key initiatives as the driver of the strategy and outcomes (i.e. roll up your sleeves and get it done). Youll be a true player coach not afraid to play a strong operational role while helping realign the existing team to create the biggest impact. 

• Passionate problem solver with the ability to break down complex problems into simple narratives with context and recommendations while calling out dependencies and risks. 

• A history of and a willingness to mentoring and developing a team of ambitious team members 

• Experience in selling multiple products in a postsale environment.

• Experience with consumptionbased products

• Proficiency in CSPs enablement tools and reporting/analytics platforms. 

• Proven experience in leading and documenting change management initiatives with minimal impact on productivity. Demonstrated ability to navigate complex transformations smoothly ensuring team alignment and business continuity.

• Proven stakeholder and relationship management with members of Executive Leadership is significant bonus points for global stakeholder management experience.

Additional Information :

Why Join Us:

Join our global SaaS scaleup company where we foster a collaborative open and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. 

Perks & Benefits:

• Robust Health & Wellness Benefits: including 20 days of accrued vacation/PTO plus 10 wellbeing days to prioritize yourself and your loved ones an additional paid day off to celebrate your birthday each year volunteering leave health dental and vision insurance for you and your family a quarterly wellness allowance to invest in your personal wellness as well as a paid subscription to Headspace and Lifeworks Employee Assistance Program. 
• Perks that Matter: peer recognition program 401(k) Employer Contributions employee stock options from day one annual education allowance reimbursement to support your professional development personal tax return assistance (since were in the accounting business!) and paid parental leave. 
• An environment you can thrive in: Flexible working arrangements supported by annual work from home office allowances. 

As we work towards pay transparency your recruiter will share more about the specific salary range for your preferred location during the hiring process.

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other characteristic protected by law. All applicants are considered based on their qualifications and merits.

 Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit we will work with you to meet your accessibility needs. For any questions suggestions or required documents regarding accessibility in a different format please contact