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Customer Success Lead

  • Location: San Mateo, CA, USA
  • Team: Professional Services
  • Role Type: Full-time -- People Manager Role
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 
Customer Success Lead
With a focus on partnership, you will push for great outcomes, delivering on a 95% renewal rate and meaningful revenue growth, ensuring that Medallia provides indispensable business value for our clients.
You will challenge your customers to improve their programs, then empower them to put their own customers at the center of every decision they make. You will be the face of Medallia to our clients and our clients” biggest advocate within Medallia. Not merely a solo champion, you will be an instrumental leader and mentor, guiding the team that develops and evangelizes customer experience management (CEM) best practices for a newly created vertical.
This is the ideal opportunity for someone with a background in client management and business development, who is driven to find the best solutions that delight clients, is passionate about building a growing hi-tech company, and enjoys being an integral part of a high-performing team.
Objectives: Turn customers into raving fans and maintain a portfolio NPS of 60+. Vigilantly monitor account health for your portfolio of enterprise accounts. Develop and deliver on 12-18 month strategic account plans including customer-centric, forward-thinking program roadmaps within 3 months of arriving. Collaborate with an international team of Professional Services, Product, Sales and Marketing to improve portfolio and practice health. Build strong partnerships with senior customer stakeholders to identify, negotiate and execute on revenue increase targets via cross-sell/upsell within one year.
Visit 100% of your portfolio within 3 months, delivering CEM best practices and relevant advice – periodically guide and join fellow Customer Success Managers as a senior resource. Master our product capabilities and how they can be applied to meet and exceed clients business goals
Be a CEM & Vertical Guru: Grow into an expert in all things pertaining to your vertical and become a trusted resource to other teams and clients; the industry verticals we serve include Travel & Hospitality, Financial Services, B2B, Telco, Automotive, and Retail & E commerce
Build and lead vertical best practice forums to educate internal and external stakeholdersMotivate and inspire clients to co-market via press releases and speaking engagements within one year. Document at least 5 best practice case studies within one year with assistance from Marketing and the Medallia Institute.  Serve as a SME to support Sales, Professional Services, Product, Marketing and fellow CSMs. Complete Medallia CEM certification and prepare to lead training sessions after one year
Help Medallia Grow: Lead at least one cross-functional team to victory against a specific challenge related to building and scaling a consultative Customer Success organization. Actively engage in sourcing and interviewing new talent after six months. Be a trusted mentor to a broad pool of talent

Required Qualifications

  • 4- 5 years of experience leading and managing a team, servicing customers that have dynamic / complex product lines.
  • Combination of leadership and services experience
  • Demonstrated experience with ‘land and expand’ model with enterprise customers
  • Consultative/strategic relationships at senior levels
  • Proven ability to drive strategic relationships with Fortune 500 “C” level customers
  • Verified ability to maintain, nurture, and develop key Fortune 100-type business relationships
  • Proven track record of successful delivery on NPS, renewal/account expansion metrics
  • Ability to develop models and alternative strategies to leverage operational excellence, customer satisfaction and continuous improvement
  • Exceptional leadership, interpersonal and relationship building skills
  • Ability to communicate verbally and in writing to a diverse customer audience including C-level executives, sales and technical staff
  • Strong analytical, operational and problem solving skills
  • Bachelor’s degree required
At Medallia, we don’t just accept difference – we celebrate it and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.