Customer Success Lead, Strategy & Operations

Skimmer is seeking a thoughtful, analytical, strategy & operations mind to drive Customer Success Strategy and Operations. We have a pretty fantastic team of people who know their stuff and are pros when it comes to supporting our 4000+ customers and their success, but the time has come for this team to be fully unleashed and operationalized. We need somebody sitting at the center of our customer-facing nervous system - managing the tools that enable us to understand the customer, capturing and analyzing insights about our customer, and turning those insights into playbooks and operational improvements to drive net revenue retention.

In a nutshell, you’ll empower our Customer Support, Success, and Account Management teams with strategy and operations to make them more productive, scalable, and effective. Your North Star Metric is Net Revenue Retention.

Go To Market Strategy

• In collaboration with our Success and AM teams, create & maintain engagement strategies and playbooks to drive NRR
• Support customer outcomes and business growth, defining the appropriate touch points throughout the customer journey
• Identify opportunities to grow revenue from our existing base of customers
• Qualify existing customers for coaching and/or upsell opportunities
• Analyze product usage & survey data to understand customer wins and pain points
• Identify warning signs for at-risk customers; design playbooks to proactively drive clients back to success
• Analyze customer data across accounts to create business rules and triggers for proactive engagement with our clients

Process Improvement

• Understand how frontline teams use our tools
• Manage our existing tech stack; own workflows and automations
• Find and create efficiencies

Data, Planning & Forecasting

• Identify necessary metrics, sources, and frequency to inform business decisions and improve efficiency
• Own and coordinate key reporting (i.e., forecasts, renew, expand, churn)
• Create & share forecasts
• Identify staffing needs

Requirements

• 3+ years proven experience in Customer Success or Revenue/Sales Operations
• Hubspot aficionado, Pendo familiarity a plus, a general passion for harnessing software tools
• Strong project management skills, love (yes, LOVE) of analysis and spreadsheets
• People person and happiest collaborating with small but mighty teams
• B2C or B2B support/success (ideally SMB)

Benefits

Compensation & Benefits

• Full Benefits Package (including 401(k) match)
• Hybrid workplace (remote + office HQ)
• Flex PTO with 2 week minimum (seriously.)
• Dedicated professional development budget

Skimmer - Who are we?

Skimmer is on a mission: modernizing the pool and spa service and repair industry by delivering a platform to enable pool and spa pros to build their businesses. We’re a private equity backed company with 4200+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there. Our team is growing in leaps and bounds and we’re conquering new challenges every day. We’re looking for big thinkers with small egos to join us on our mission to transform this special and surprisingly large “niche” space. Our customers love us almost as much as we love them (check out our reviews) and currently attract half of our new accounts from referrals. Join us, and let’s dive in (that’s the first of many pool puns).

Our Values

• We are scrappy, hard-working, and deliver quality outcomes
• We are humble team players who have fun winning and value diversity
• We realize our customers’ success is our success
• We take initiative and act with urgency
• We believe transparency builds trust