Customer Success Lead

At SiftHub, we are on a mission to make the life of sales and revenue teams more efficient and help them to focus on selling. SiftHub is a sales copilot that accelerates knowledge discovery and automates content creation to improve win rates and help sales teams close deals faster.

As a Customer Success Lead, youll be at the forefront of our customer interactions, ensuring seamless onboarding, fostering strong client relationships, and driving the success and satisfaction of our valued clients.

Whether youre an AI expert or an aspiring one, SiftHub offers an environment that supports and challenges you, enabling your growth and success. Join us today and help us shape the future of AI for enterprises!

Responsibilities

• Lead a structured onboarding process to ensure customers quickly derive value from the product

• Serve as the primary point of contact for key accounts, fostering deep relationships and ensuring high engagement

• Monitor customer health scores and churn risk to ensure timely renewals and identify upsell and cross-sell opportunities

• Ensure efficient ticket resolution by overseeing the process of diagnosing and resolving customer issues to maintain high NPS

• Track and analyze product usage data to identify trends, drive product improvements, and enhance customer engagement

• Act as the voice of the customer within SiftHub, gathering insights and collaborating with product and engineering teams to enhance user experience

• Build scalable customer success playbooks, leveraging data and automation to improve efficiency

• Hire, mentor, and develop a high-performing customer success team

Requirements

• Master s degree in Business, Marketing, or a related field

• 12+ years of experience in Customer Success, Account Management, or Post-Sales roles in B2B SaaS catering to the U.S and European market

• Been a part of a 1-10-100 journey in a high-growth startup, with a strong grasp of scaling Customer Success operations

• Demonstrated ability to efficiently resolve customer support tickets, including diagnosing issues, ensuring timely resolution, and maintaining high customer satisfaction and NPS

• Strong analytical mindset with experience in leveraging tools (HubSpot, Jira, FreshDesk, ZenDesk, GA) to track and analyze product usage data to drive product improvements and enhance customer engagement

• Exceptional stakeholder management and ability to work cross-functionally with sales, product, and engineering teams

• Excellent communication and negotiation skills, with a strategic approach to driving value for both customers and the business

• Ability to work in the US time zone