Customer Success Lead, North America

This position is based in our NYC office.

About us: 
Templafy is the next gen document generation platform that automates all document creation across organizations.  Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, IKEA, BDO and more. 

Founded in Copenhagen, Denmark, in 2014, Templafy’s success is built by our 60+ employee nationalities found at offices around the world. We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins. Our innovation, diversity, and unique product have raised over 200 million dollars in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.

What we’re looking for: 
Reporting directly to the VP of Customer Success, this role sets the direction and ambition for Templafy's Customer Strategy in North America. The Lead is responsible for the health of Templafy’s customer base in North America, including Global strategic enterprise customers. We are looking for a candidate who has the experience and confidence to take clear business ownership of core business KPIs (GRR and NRR) on a strategic, tactical and operational level. The Lead will drive a commercial customer-centric focus, with strong attention to identifying, delivering and proving positive business outcomes (PBOs) for individual customers and across segments. 

Responsibilities: 

• Manage a team of 8 Customer Success Managers, providing guidance, support, and coaching. 
• Ensure the CSM team is confident and consultative, with the skills necessary to articulate Templafy's value proposition to Economic Buyers and key influencers with focus on key business outcomes (risk, revenue and cost) 
• Support the team in aligning their customer’s success criteria and PBOs with success/account plans.
• Build and maintain strong relationships with strategic and key customers, understanding their needs, challenges, and objectives. Ensure they derive maximum value from Templafy's products.
• Develop strategies to improve customer retention rates and drive renewals, identifying at-risk customers and implementing proactive measures to address their concerns and ensure satisfaction.
• Foster a culture of customer advocacy across the CS team and across the organization, encouraging customer feedback, and advocating for customer needs and priorities in product development and decision-making processes.
• Establish key performance indicators (KPIs) and metrics to track the health of customer accounts, while analyzing data to identify trends and opportunities for improvement, and providing regular reports to senior management.
• Collaborate with sales, marketing, product development, and other departments to ensure alignment on customer needs, priorities, and to drive overall company growth and success.
• Implement process and initiatives to continuously improve the customer experience, such as developing customer success playbooks, refining customer success methodologies, and staying abreast of industry best practices. 

Requirements: 

• 5+ years of work experience in Enterprise SaaS experience in Customer Success
• 1+ years of work experience in Customer Success Leadership 
• Experience with and ability to own strategic relationships at C-level with some of the biggest enterprises in the world (leading from the front) - with confidence    
• Experience and interest in the value that can be gained by optimizing enterprise workflows by automation and/or compliance 
• Preferred systems experience with Salesforce and PowerBI 

Employee Benefits:  

• Employee equity program  
• Comprehensive health insurance  
• Parental leave  
• Commuter Benefits  
• Unlimited time off  
• 401K   
• Employee Assistance Program  
• Company discount program  
• Flexible work environment  

We interact freely across teams and are dedicated to building a strong company culture with an emphasis on career development and plenty of social events.   

Compensation: 

Base Salary: $122,400- $165,600 Exact compensation may vary based on skills, experience, and location. 

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.