Head of Customer Success

The Midaxo SaaS platform has been used by hundreds of global customers to close over $1 trillion of corporate development & M&A transactions. It is the leading corporate development dealmaking productivity platform. Midaxo enables frequent acquirers to successfully convert their strategy into value by repeatably taking an opportunity through identification, diligence, close, integration and value realization.

Midaxo prides itself on the value it creates, the team it has built, and the customers it serves. We are a fast-moving and non-hierarchical organization where each team member is allowed to support others and close gaps as they see fit. We embrace the latest technologies and have an ambitious product roadmap to remain the industry leaders.

Role

The Head of Customer Success will lead Midaxo's Customer Success team, which is responsible for satisfaction throughout the customer lifecycle, from on-boarding and training through support to renewals, and expansion. The foundation for success in this role is built on detailed analysis of data regarding customer adoption and engagement.

The Head of Customer Success plays an important leadership role in the day-to-day management of the Customer Success team. The CS leader is responsible for supporting the rest of the CS team in reaching team and individual targets, governing processes and maintaining best practices. The role drives a results-oriented culture and will architect, execute and continuously improve operational plans and processes.

Detailed Responsibilities

• Build and manage a world-class customer success team by attracting, coaching, exciting, and retaining high-potential individual contributors.
• Drive the use of data and automation in customer adoption and usage.
• Lead Midaxo customer satisfaction, retention and upsell strategy.
• Design, plan, and oversee the execution of impactful customer success processes, including onboarding, training, and support, to ensure Midaxo's customers' continued success over their lifecycle.
• Administer and optimize tools for understanding customer usage and providing in-apps training and guides.
• Run the development, marketing, sales, and delivery of packaged, value-added professional services.
• Support Midaxo's marketing by surfacing customer success stories and best practices.
• Work with the finance team to create, track, and report performance KPIs as well as to budget and forecast customer support activity.
• Work with the product and engineering teams ensure Midaxo's products continue to exceed customers' expectations (e.g., sharing customer requirements, contributing to the product roadmap, running product pilot tests with beta customers).

Requirements

• 5+ years of direct client facing experience including at least two in a SaaS business
• Ideally 3+ years experience in leading customer-facing organizations successfully
• Ambitious and motivated to develop new and leading ways to manage customers
• Passionate about solving customer problems and providing value
• Understands servicing and moving customer in lifecycle of adoption, value levels and expansion and progress customer on journey
• Experienced in delivering revenue numbers and producing accurate forecasts
• Deep understanding of value drivers in recurring revenue business models
• Excellent business acumen, communication, presentation and negotiation skills
• Energetic, enthusiastic and creative leader with the ability to inspire others
• Data driven and analytical mindset with a willingness to to jump into the details
• An understanding of CRM tools like Salesforce and JIRA.
• Knowledge of M&A, corporate development and change management preferred
• Bachelor's degree required
• Authorized to work in the United States.

Benefits

• An opportunity to be part of a company that is revolutionizing the way M&A is done
• A meaningful and responsible position that enables you to utilize your technical skills and take responsibility of your work
• Modern tools and technologies as well as a new architecture to work with
• The support of an international, ambitious and talented team and a result-driven but easy-going company culture
• A collaborative, flexible work environment
• Health insurance, dental insurance, HRA, FSA, 401(k)