Leading2Lean (L2L)

Head Of Customer Success

Full Time • Remote, Remote, United States of America

144,838 - 183,397 (Yearly) Added 2 days, 8 hours ago

Summary

LOCATION

Remote-first approach with office space in Burlington, MA; preference for candidates in the Greater Boston or Salt Lake area.

QUALIFICATIONS

Bachelor's degree in business, marketing, or related field; 10+ years of leadership in enterprise SaaS Customer Success; proven ability to build scalable strategies; strong analytical and communication skills; customer-first mindset.

RESPONSIBILITIES

Develop a scalable Customer Success vision and playbook, manage customer transitions post-implementation, enhance customer onboarding, establish metrics and reporting, optimize retention and expansion, and lead a high-performing team.

INDUSTRY

Connected Workforce and Manufacturing Technology

SHORT DESCRIPTION

Seeking a Head of Customer Success to lead post-sales function, drive customer engagement, satisfaction, retention, and renewals, while fostering strong relationships and advocating for customer needs within L2L.

L2L is a leader in the connected workforce space, disrupting the manufacturing sector with a unique SaaS platform that empowers digital transformation on the plant floor. The L2L platform provides visibility into the operational effectiveness of manufacturing plants, helping to optimize production and productivity. L2L currently helps hundreds of manufacturing plants globally, and over 225,000 frontline workers, improve their operational efficiency through this innovative technology that is leading this emerging category.

We are looking to hire a Head of Customer Success to lead our post-sales function and help accelerate growth on our path to $100M in revenue

About the Role:

As the Head of Customer Success, you will report to the Chief Revenue Officer and be a key member of the leadership team at L2L. You will be responsible for shaping and scaling our Customer Success function to drive engagement, satisfaction, retention, and renewals among our growing customer base. You will bring deep expertise in managing large enterprise clients, and a passion for helping customers achieve their goals with innovative technology. Experience in the manufacturing sector is a plus.

This role is pivotal in fostering and growing customer relationships, advocating for customers' needs internally, and ensuring L2L is delivering measurable value to every client. You will lead the charge in building a scalable, data-driven approach to customer success while driving operational efficiencies that enable L2L to grow sustainably.

Top Three Outcomes:

Design and implement a scalable Customer Success vision and playbook: Establish scalable frameworks that maximize customer value realization and drive best-in-class gross revenue retention (95%+), while setting the table for expansion opportunities.
Build and maintain strong customer relationships: Cultivate healthy, collaborative partnerships while aligning efforts across Sales, Solutions, and Product teams for seamless support and service delivery. Develop programs and strategies to improve NPS over time and maintain a 50+ score.
Lead a high-performing team: Attract top talent, provide ongoing coaching and development, and foster a culture of customer-centricity and continuous improvement that delivers best-in-class customer outcomes. Achieve 60+ eNPS while meeting performance targets.

Responsibilities:

Own the Customer Success playbook: Pull from past experience to construct a scalable Customer Success playbook that drives proactive customer engagement, maximizes retention, and sets the table for expansion opportunities.
Manage seamless customer handoffs from the Implementation team: Ensure a smooth transition for customers post-implementation, identifying opportunities for growth, expansion, and optimization to pass on to the Account Management team.
Act as the voice of the customer: Partner with product, marketing, and sales teams to ensure L2L’s solutions continue to meet evolving customer needs.
Enhance customer onboarding and adoption: Design programs that drive customer enablement, ensuring new customers quickly achieve value with the L2L platform.
Establish metrics and reporting frameworks: Use data to measure and communicate customer health, team performance, and the impact of Customer Success initiatives.
Optimize customer retention and expansion: Partner with Sales and Product to identify upsell opportunities, manage renewals, and increase lifetime customer value.
Be an industry advocate: Represent L2L in the connected workforce space, building strong relationships with customers and thought leaders.
Lead a high-performing team: Recruit, coach, inspire, and manage the performance of top talent. Build a team that collaborates well and is more than the sum of its parts. Foster a culture of customer-centricity and continuous improvement.

Requirements:

Bachelor’s degree in business, marketing, or a related field.
10+ years of leadership experience in enterprise SaaS Customer Success, Account Management, or a related discipline.
Proven ability to hire, coach, and inspire a high-performing team.
Demonstrated success in building scalable, efficient customer success strategies for large enterprise customers
Strong analytical skills with the ability to leverage data for strategic decision-making.
Exceptional communication and interpersonal skills to inspire trust, collaboration, and teamwork.
A customer-first mindset with a proven track record of advocating for customers' success internally and externally.
Demonstrated alignment with L2L company values: Curiosity, Collaboration, Innovation, and Ownership
Experience in the manufacturing space or a deep understanding of how technology transforms plant operations is preferred but not required.

Preferred Qualifications:

Strong candidates will be self-starters with a bias toward action. We highly value people who are humble, learn quickly, and deliver results. At L2L, we are focused on empowering our clients–and our team–by working together.

Preferred locations:

L2L practices a remote-first approach while offering office space in Burlington, MA. Due to the collaborative nature of this role, there is a preference for candidates in the Greater Boston or Salt Lake area.

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