Head of Customer Success

The Company: Lightyear builds software that is revolutionizing the telecom management experience for hundreds of enterprises. Lightyear’s platform helps enterprise IT teams automate telecom procurement, network inventory management, telecom bill payment, and much more, and is utilized by companies including Honeywell, Alo Yoga, Palo Alto Networks, and Louis Vuitton. Lightyear has raised nearly $65M from the first investors in Roblox, Discord, Coupang, Robinhood, and Flexport.

The Position: As Lightyear’s Head of Customer Success, you will play a critical role in defining what best-in-class Customer Success looks like for Lightyear by building out and executing processes that impact our customer experience, customer retention, and overall revenue growth. In this position, you’ll work closely with the CEO as well as the Sales, Operations, and Product functions to ensure smooth customer renewals, proactively identify opportunities to grow revenue within existing customers, translate customer utilization data and anecdotes into product and process changes, and deal with customer issues first-hand. The ideal candidate for this will bring together a customer-first mindset with sales and / or customer success past experience, in a SaaS or startup environment. 

This is a “build and lead” role for a function still in its infancy at Lightyear and comes with a highly competitive compensation package. Estimated total cash compensation ranges from $180,000–$250,000 , with final compensation determined based on the candidate’s experience, skills, qualifications, and overall fit for the role.

Key Responsibilities

• Work closely with the GTM org to measure and drive high-quality customer experiences across pre- and post-sales that results in high net retention, NPS, and upsell
• Own the customer renewal process to drive best-in-class gross retention
• Build out the playbook for post-sale opportunity identification and upsells by strategically utilizing customer inventory data and key touchpoints such as QBRs
• Use product and user analytics to manage and improve the customer experience
• Engage with customers and provide customer feedback to inform our product roadmap; act as voice of customer regarding issues, opportunities, and enhancements
• Work closely with the CEO, CTO, Sales, Operations, and Product to meet all goals and objectives across the customer lifecycle
• Build and maintain strong culture, sentiment, and collaboration across the team

Ideal Qualifications

• Proven track record of managing key pre-sales and / or post-sales processes at a fast-growing company, or relevant experience in operationally rigorous startup roles
• Deep understanding of key customer success and customer retention SaaS metrics
• Experience building and leading successful teams at a SaaS company
• Strong empathy for customers and passion for revenue processes
• Strong executive presence and ability to influence customer leadership
• Experience working with cross functional teams to achieve company objectives
• Experience working with Salesforce, Hubspot, and other customer analytics software
• Relentless focus on continuous, data-driven improvement