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CI
Head of Customer Success
Citrine InformaticsRemote / USA, United StatesRemotefull_timeVerifiedPosted 27 Apr 2023
💰 $175,000/yr($135,000/yr – $175,000/yr)
About the role
About Citrine
At Citrine, we’re ushering in the next generation of sustainable, high-performing materials and chemicals.
We are the industry leader in AI for materials and chemicals. Our platform provides data management and Artificial Intelligence (AI) tools that help our customers rapidly develop higher-performing, more sustainable materials. Our users are scientists and engineers at market-leading manufacturing and materials companies and we collaborate with professors and researchers from world-renowned institutions on cutting-edge research at the intersection of AI and the physical sciences.
In 2021 and 2020, Citrine was recognized for our impact on sustainability by the Global CleanTech Group. We earned a spot on both the CB Insights AI 100 List and the Inc. 5000 list of fastest-growing private companies in the US. In 2021, we also gained our third patent for materials-specific ML technology. As a team, we are ambitious with our goals, passionate about our vision, and eager to grow and learn from each other. Our team is growing fast and looking for the best to join us.
Our Platform gives product developers, researchers, and engineers access to cutting-edge, domain-specific AI, all without writing a line of code. This enables our customers to discover and deploy the next generation of sustainable, high-performing materials and chemicals up to 98% faster than traditional R&D approaches. We have employees across the country including the San Francisco Bay Area, Chicago, Pittsburgh, Boston, and Raleigh-Durham areas, and our customers include multiple Fortune 100 materials, product, and manufacturing companies.
About the Role
The Head of Customer Success will have responsibility for both maintaining a high subscription renewal rate, as well as driving a high net dollar retention. The Customer Success Team Lead will be expected to effectively lead their team and collaborate with the technical services teams to enable these outcomes. The Lead will need to regularly re-prioritize accounts to be able to apply limited resources toward the target retention and upsell outcomes.
All qualified applicants will receive consideration for employment without regard to race, creed, color, or national origin. Please let us know if you need any accommodations during the interview process.
Our Core Values
Citrine Informatics recognizes that its most valuable asset is its people. We have created our set of Core Values to encourage, support, and invest in our team as they
At Citrine, we’re ushering in the next generation of sustainable, high-performing materials and chemicals.
We are the industry leader in AI for materials and chemicals. Our platform provides data management and Artificial Intelligence (AI) tools that help our customers rapidly develop higher-performing, more sustainable materials. Our users are scientists and engineers at market-leading manufacturing and materials companies and we collaborate with professors and researchers from world-renowned institutions on cutting-edge research at the intersection of AI and the physical sciences.
In 2021 and 2020, Citrine was recognized for our impact on sustainability by the Global CleanTech Group. We earned a spot on both the CB Insights AI 100 List and the Inc. 5000 list of fastest-growing private companies in the US. In 2021, we also gained our third patent for materials-specific ML technology. As a team, we are ambitious with our goals, passionate about our vision, and eager to grow and learn from each other. Our team is growing fast and looking for the best to join us.
Our Platform gives product developers, researchers, and engineers access to cutting-edge, domain-specific AI, all without writing a line of code. This enables our customers to discover and deploy the next generation of sustainable, high-performing materials and chemicals up to 98% faster than traditional R&D approaches. We have employees across the country including the San Francisco Bay Area, Chicago, Pittsburgh, Boston, and Raleigh-Durham areas, and our customers include multiple Fortune 100 materials, product, and manufacturing companies.
About the Role
The Head of Customer Success will have responsibility for both maintaining a high subscription renewal rate, as well as driving a high net dollar retention. The Customer Success Team Lead will be expected to effectively lead their team and collaborate with the technical services teams to enable these outcomes. The Lead will need to regularly re-prioritize accounts to be able to apply limited resources toward the target retention and upsell outcomes.
Responsibilities
- Oversee the full customer journey from adoption to ongoing success, driving high renewal and net dollar retention, along with user adoption and engagement
- Define the customer-journey strategy, by customer segment, to ensure that the customer achieves increasing value from the Platform, and the company meets growth goals while ensuring that Success and Services teams are optimally productive
- Set Customer Success group objectives, produce and track key performance indicators and manage interventions to improve indicators as needed
- Lead and inspire a top-flight Customer Success team that consistently guides a best-in-class customer experience
- Selectively intervene directly within accounts and influence customer key stakeholders to take action toward shared objectives
- Collaborate with counterparts in the Technical Services, Solutions Engineering, and Account Executive teams to secure shared commercial objectives
- Serve as a strong enabling partner to the Product Development team, to ensure that actionable customer input is captured and consistently accessible
- Play an integral role in the development and implementation of the Technical Support organization
- Communicate customer health and efforts to improve health, to meet renewal and upsell aims across the company, to company leadership, and occasionally to the Board
- Travel up to ~6 days a month
Skills and Experience
- At least 3 years of professional experience in a managerial role in Customer Success within Enterprise Software as a Service
- Demonstrated experience owning key business metrics and driving to target results
- Demonstrated success in working in highly cross-functional roles and effectively influencing peers and more senior team members
- Able to produce influential communications across many mediums and audiences independently
Nice-to-have
- Academic or professional experience in a technical field, i.e., degree in STEM or professional experience in Industrials or Energy
All qualified applicants will receive consideration for employment without regard to race, creed, color, or national origin. Please let us know if you need any accommodations during the interview process.
Our Core Values
Citrine Informatics recognizes that its most valuable asset is its people. We have created our set of Core Values to encourage, support, and invest in our team as they
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