Customer Success Lead

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include BOTOX® Cosmetic, CoolSculpting®, JUVÉDERM® and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking to add to our high performing team to do just that. 

Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences and had millions of consumers use it as part of their beauty journey. 

We’re looking to add to our team as we prepare to launch a new array of game-changing technologies on our successfully adopted platform. If you’re interested in working within a startup-oriented environment, while having the backing of a very large company, please read on.

As the  Customer Success Lead you will report to the Director Customer Success and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.

You Will

• Manage and coach the team to effectively scale our industry winning products

• Develop standardized playbooks for interventions and escalations

• Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customers and internal teams

• Create adoption strategies, delivery plans, and economic models to realize the customer experience at scale

• Help design and manage our CS tools for continuously optimizing our Customer Success team

• Identify trends in customer requests and product performance and share those trends with internal Product, Engineering and Sales to drive continuous improvement to our products and customer experience

• Become a subject matter expert in our different Allergan Data Labs personas

Required Experience & Technical Skills

• Bachelor’s degree or equivalent experience

• 5+ years experience in Customer Success or Support with SaaS experience

• 2+ years experience leading technical teams

• 3+ years building scaled dynamic customer success playbooks

• Experience with working in, and building out systems like Zendesk and PlanHat (or other Customer Experience and CRM tools)

• Experience impacting customer experience in a B2B2C environment is a plus

• Strong written and verbal communication and ability to be the voice of the customer.

• Strong experience owning an end-to-end documentation creation process.

• Proactive, with the ability to work independently, and collaboratively as needs arise.

• Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment.

• A positive attitude fostering collaboration.

Our Core Values 

• Be Humble: You’re smart yet always interested in learning from others. 

• Work Transparently: You always deal in an honest, direct and transparent way. 

• Take Ownership: You embrace responsibility and find joy in having the answers. 

• Learn More: Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set. 

• Show Gratitude: You show appreciation and return kindness to those you work with. 

Perks 

• Competitive salary. 

• Competitive annual bonus targets. 

• 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus).  Plus additional company contribution. 

• RSU grants (Long Term Incentives) for approved roles. 

• Comprehensive medical, dental, vision and life insurance. 

• 17 paid holidays per year, including 3 floating holidays. 

• Annual Paid Time Off (PTO), with separate sick days.

• 12 weeks paid Parental Leave.

• Caregiver Leave.

• Adoption and Surrogacy Assistance Plan.

• Flexible workplace accommodations. 

• Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles.

• Tuition reimbursement. 

• A MacBook Pro and accompanying hardw