Cassia Research

www.heystack.pro

1 Job

21 Employees

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Company Name: Cassia Research
Job Title: Head of Customer Success & Enablement
Job Description: **Job Title:** Head of Customer Success & Enablement **Role Summary:** Lead the Customer Success organization, transitioning from a self‑serve model to a high‑touch, revenue‑protecting structure. Establish centralized onboarding, coaching frameworks, and operational playbooks that align daily customer interactions with expansion goals and margin targets. **Expectations:** - Scale the CS team to support rapid growth (1M–10M+ ARR). - Drive measurable improvements in Net Revenue Retention (NRR) and Expansion ARR. - Instill an extreme‑ownership culture and psychological safety. - Maintain a high‑performance standard while developing people. **Key Responsibilities:** 1. Design and launch a sequential onboarding academy for new Customer Success Managers (CSMs). 2. Implement mandatory weekly 1:1 coaching, live call reviews, and role‑play to replace passive learning. 3. Create a culture of extreme ownership, replacing “figure it out” mindsets. 4. Develop processes for identifying high‑health accounts and leading expansion conversations. 5. Build a revenue‑accountability playbook tying CSMs’ daily activities to a quota‑based compensation structure (30% of compensation linked to NRR). 6. Foster psychological safety through transparent feedback and empathetic trench work. 7. Track and report on CS metrics: NRR, Expansion ARR, CSAT, effort‑to‑convert, and quota attainment. **Required Skills:** - Proven leadership in Customer Success, Account Management, or Sales Enablement. - Adult‑learning expertise: coaching, on‑the‑job training, and curriculum design. - Sales acumen: experience with expansion quotas, ROI discussions, and revenue‑closing. - Process development: create repeatable, scalable procedures and playbooks. - Strong communication, mentoring, and conflict‑resolution abilities. - Data‑driven mindset: analyze CS metrics, NRR, and account health. **Required Education & Certifications:** - Bachelor’s degree in Business, Marketing, or related field (preferred). - Relevant certifications (e.g., CS:Go, Certified Customer Success Manager) are a plus.