Highlights
Looking for a Seasoned Account Manager who also has the operational grit to clean up early-stage operational debt and build the systems a growing CS team needs. Responsibilities: Lead and develop the CS team, which currently includes offshore support and CSMs in the Philippines and a generalist ops teammate in San Francisco.
Numbers & Facts
| Location | San Francisco, CA |
| Industry | Staffing/Employment Agencies |
| Company Size | 500 to 999 employees |
| Year Founded | 1999 |
| Website | http://www.eclaroit.com |
Description
Customer Success Lead
Job Number: 26-01909
Job Number: 26-01909
Ready for your next career move? We are looking for a Customer Success Lead for our client in San Francisco, CA.
Our client is dedicated to fostering innovation, collaboration, and professional growth. If you're eager to contribute your skills, take on new challenges, and grow with a team that values your potential, this opportunity is for you.
Position Overview:
- Applicants must be authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.
- The client, a high-growth healthcare startup, is hiring a Customer Success Lead to take ownership of Customer Success and build it into a scalable function.
- Will succeed the Interim Head of CS, so will step into a role with real momentum and a clear mandate to shape what comes next.
- Looking for a Seasoned Account Manager who also has the operational grit to clean up early-stage operational debt and build the systems a growing CS team needs.
Responsibilities:
- Lead and develop the CS team, which currently includes offshore support and CSMs in the Philippines and a generalist ops teammate in San Francisco. This includes setting incentives and performance metrics.
- Own the largest enterprise client relationships and drive upsell, cross-sell, and long-term retention.
- Manage client escalations and own implementation, so healthcare groups launch quickly and are set up correctly across all 50 states.
- Fix operational debt by building scalable systems and processes, and roll up your sleeves to do the hands-on work yourself when needed.
- Act as a strategic thought partner to the CEO and leadership on how CS should evolve as we launch new SKUs and change our sales motion.
Required Qualifications:
- Own key client relationships and a book of business, and the trusted main contact for enterprise or strategic accounts.
- 7-10+ years in Customer Success or Account Management, ideally with a path up to CS lead or head-level scope.
- Experience in early-stage or high-growth startups, with pattern recognition for building CS team measurement and incentives.
- A proven record of upselling, managing a book of business, and building long-term client relationships.
- Experience leading client implementations or onboarding end to end, from scoping to go-live, and being measured on time-to-live and launch success.
- A university degree.
- Strong Operational Execution: Willing to inherit messy processes and build scalable ones in their place.
- Have built systems and processes, such as playbooks, onboarding workflows, or tooling, that helped a team move faster.
- Use data to find the root cause of client issues and turn it into clear recommendations.
- Clear, crisp communication. Strategic, executive-level thinking is a plus.
- A self-starter who takes initiative when things are unclear and works with a lot of autonomy.
Salary: $120,000 - $200,000 / Year
If interested, you may contact:
Paul Joseph
Pjoseph@eclao.com
860-924-1755
Paul Joseph | LinkedIn
Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.
About Company
Eclaro is a Business and Technology Consulting Firm that connects top talent with opportunities nationwide. We have direct access to Hiring Managers from leading Fortune 1000 organizations in almost every industry segment, with particular expertise in:
• Technology and Business Consulting
• Financial Services and Insurance
• Pharmaceuticals and Life Sciences
• Consumer Products, Public Sector, and Utilities
Eclaro provides fully customizable, comprehensive talent acquisition and management of seasoned professionals through a number of business models, including:
• Consulting
• Professional Hiring
• Global Integrated Delivery™
• Managed Services
Eclaro recruits and manages a staff of highly skilled individuals in an array of specialized disciplines enabling our clients to leverage new opportunities, respond to increased and changing demands, and increase their profitability.
Eclaro’s Management Team averages over 25 years of experience in partnering with clients in technical, corporate operations and human capital solutions. We hold ISO 9001:2008 certification and have achieved SOC 2 Type 2 certification in Security, Availability and Confidentiality. Eclaro’s decades of expertise and collaborative practice have proven that The Right People are The Answer.
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