AutogenAI revolutionises the way people write, offering a collaborative platform powered by Artificial Intelligence. Our award-winning SaaS application has already achieved sizeable success with significant ARR. We closed our Series A in July 2023 and Series B in December 2023. We are growing at an explosive rate, and need to continue meeting the needs of our end users as we evolve our platform in a fast-changing environment.
AutogenAI is seeking a highly motivated and customer-oriented leader to join our Customer Success team as Head of Global Customer Success Management. Reporting directly into our Chief Customer Officer, you will play a pivotal role in shaping the future of Customer Success Management at AutogenAI – from how we shape and manage our Customer Journey across segments, to how we engage our top-tier customers, to how we think about developing talent and skillsets within our team. You will act as a trusted advisor both internally and externally, you will develop new processes and oversee effective change management, you will collaborate with different departments and spearhead company-wide initiatives, and you will ensure that our customers grow, renew, and collaborate with us.
Responsibilities
- Lead and oversee our global Customer Success Management team.
- Drive Customer Success outcomes including increasing renewal rates and reducing churn, expanding revenue in accounts through up-sell and cross-sell, and driving new business growth through greater advocacy and reference-ability.
- Measure the effectiveness of Customer Success Management by defining operational metrics for the team, creating a cadence for review within the team, and exposing relevant metrics to the executive team.
- Define and optimize our post-Onboarding customer lifecycle.
- Expand and maintain relationships with strategically important and top-tier customers.
- Attract, hire, and develop talent within the Customer Success Management team.
- Inspire a company-wide culture of Customer Success. Align with key business units including Sales, Product and Marketing to drive product adoption, enhance the customer experience, and set the right expectations.
Requirements
- 3+ years’ experience in a commercially focused leadership role within a B2B SaaS company.
- Ability to manage, influence and inspire through storytelling, negotiation, and consensus building.
- Experience working with and influencing C-Suite execs.
- Strong empathy for customers coupled with a passion for revenue and growth.
- Deep understanding of value drivers in recurring revenue business models.
- Experience developing and managing a post-sales selling motion (e.g. renewal, up-sell, cross-sell).
- Exceptional communication and presentation skills.
- Proven track-record of working with and influencing cross-functional teams (e.g. product and sales) to drive the business forward.
- Comfortable in a fast-paced, ever-changing environment
Desirable:
- Experience leading in a fast-paced start up environment.
- A combined background of both sales and post-sales experience.
- Experience with AI software.
Benefits
- Competitive salary and bonus
- Meaningful equity
- Pension
- Hybrid-working company, with two office days in our beautiful London office.
- Flexible Working
- Unlimited Annual Leave (Yes, you read right!)
- A new Laptop
- And much more!
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