Global Head of Scaled Customer Success

6 days ago

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Ignition

WebsiteLinkedInAll Job Openings

Enabling 'the modern practice'​ • Accounting • Automation • Communication • Engagement Letters

51 - 200 employees

🤝 B2B

💸 Finance

☁️ SaaS

💰 $50M Series C on 2021-11

Description

• Ignition is looking for an experienced operator with expertise in a product-led 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. • Ignition’s growth has largely been driven by human-assisted motions in both pre- and post-sale stages. • While there will always be a role for human-led 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 hands-on operator that can ensure Ignition’s customer service reputation remains intact while embedding scalability as a core tenet of the teams’ operations.

Requirements

• 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). • You’ll be a true player coach, not afraid to play a strong operational role while helping re-align 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 post-sale environment. • Experience with consumption-based 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.

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 we're 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.