Basis Technology, the world leader in enterprise text analytics technology, is looking for a Head of Customer Success to join our growing team. Basis deploys “AI That Works” to customers around the world operating in a variety of fields and uses. Our technology helps enterprises and governments make sense of unstructured information across 55 different human languages in ways that help them better serve customers and constituents globally.
The Head of Global Customer Success will be the founder of a new Customer Success function for Basis’s Rosette text analytics business, playing a key role in our clients’ success and contributing to Basis’s growth.
Define, articulate, and execute on a long-term vision for the Customer Success organization, working across the Rosette organization to gather input and build executive consensus
Drive continuous engagement with customers throughout their lifecycle, starting with onboarding and continuing through retention and growth
Assist customers in maximizing their success with their Rosette products, coordinate and marshal internal expertise and resources to help customers achieve their goal, and generally serve as customers’ champion
Develop deep understanding of key customers’ business--from the corporate to the functional/technical level--in order to drive strategic account plans
Maximize customer retention through proactive engagement and management of the renewal process
Sustain existing and build new relationships with key stakeholders throughout the customers’ organizations
Collaborate with Sales to identify, strategize, and coordinate opportunities for expansion and growth
Plan the expansion of the Customer Success team and build a goals-driven approach to communicating the value and needs of Customer Success to all parts of the organization
7 years experience in Customer Success roles in high-growth, B2B technology companies
Strong leadership experience, including 3-5 years recruiting, coaching, and mentoring high-performing teams
Proven ability to drive complex, cross-functional projects
Superior communication skills, with the ability to engage a wide range of business audiences, from senior business leaders to software developers
Excellent analytical skills
Business-level fluency with enterprise software and AI concepts
Ability to work remotely and travel
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.