Job
Description
The Customer Experience Lead at Neysa will be responsible for overseeing the entire customer lifecycle, from onboarding to renewal, ensuring an exceptional customer experience with a focus on governance, engagement, and growth. This role will lead strategic initiatives to enhance customer relationships, identify upselling and cross-selling opportunities, and drive long-term retention by ensuring customers achieve maximum value from Neysa's AI-powered solutions. The ideal candidate will have extensive experience in customer success, lifecycle management, and a solid understanding of AI-driven platforms, particularly in cloud-based environments. Key Responsibilities: Customer Governance: Develop and implement governance strategies for key customer accounts, ensuring they are maximizing the value from Neysa's AI platforms, including Neysa Velocis, Neysa Overwatch, and Neysa Aegis. Lead regular customer meetings and business reviews, establishing strong relationships with executive-level stakeholders, and ensuring alignment between customer goals and our AI solutions. Drive proactive engagement strategies to ensure customers are effectively using our products and services while addressing any potential concerns or issues. Lifecycle Management: Own the entire customer lifecycle from onboarding to renewals, ensuring smooth transitions and continuous value delivery at each stage. Monitor customer health scores, customer satisfaction, and usage patterns to proactively identify risks, and develop targeted retention strategies for at-risk customers. Develop tailored action plans to enhance customer success, increase product adoption, and optimize usage of Neysa's AI platforms. Upselling & Cross-selling: Identify and drive upselling and cross-selling opportunities within existing customer accounts, aligning additional offerings with customer needs, objectives, and AI-driven growth. Collaborate with sales and product teams to develop personalized solutions and strategic offers for customers. Maximize revenue from the existing customer base by providing value-driven recommendations for new features, services, or upgrades that meet customers" evolving needs. Customer Success Strategy: Develop and execute customer success strategies that ensure the successful adoption and scaling of Neysa's AI platforms, driving measurable customer outcomes. Foster a customer-first culture across teams, ensuring that customer satisfaction, retention, and long-term success are at the heart of business activities. Act as a trusted advisor to customers, ensuring they are informed and engaged throughout their journey with Neysa. Feedback & Insights: Gather, analyze, and act upon customer feedback to continuously improve the customer experience and product offerings. Leverage data-driven insights to understand customer challenges and opportunities, using these insights to enhance product offerings and drive strategic decision-making. Collaborate with the product team to communicate customer feedback, driving product improvements and new features that align with customer needs. Cross-functional Collaboration: Work closely with the product, marketing, and engineering teams to ensure that customer needs are met, new features are successfully rolled out, and customers receive ongoing support throughout their journey. Coordinate with the sales team to support new customer acquisitions and ensure a smooth transition from sales to customer success. Team Leadership: Lead and mentor a team of customer experience professionals, providing guidance, coaching, and fostering a culture of excellence and collaboration. Provide leadership in developing scalable processes for customer success management, ensuring the highest standards of service and operational efficiency. Qualifications: Experience: 12+ years of experience in customer experience, customer success, or account management, with a focus on governance, lifecycle management, and strategic upselling/cross-selling within a cloud-based or SaaS environment. Industry Knowledge: Strong understanding of AI, cloud systems, or related technologies, with the ability to apply this knowledge to deliver superior customer experiences in the context of AI acceleration platforms. Customer Governance: Proven experience in developing and managing customer governance strategies to ensure the long-term success of high-value customer accounts. Leadership: Demonstrated ability to lead and mentor a team, driving customer-centric initiatives and fostering a culture of customer success within the organization. Upselling & Cross-selling Expertise: A track record of driving significant revenue growth through effective upselling and cross-selling strategies, with a focus on delivering value to customers. Problem-Solving & Analytical Skills: Strong problem-solving abilities and data-driven decision-making skills to anticipate customer needs, resolve issues, and develop strategies for customer retention and growth. Communication: Exceptional communication skills, including the ability to interact with C-level executives and key stakeholders, present complex solutions in a clear and compelling manner, and align customer success initiatives with business objectives. Collaboration: Ability to work cross-functionally with sales, marketing, and product teams to align customer success strategies with company goals and deliver consistent value. Education: A bachelor's degree in Business, Marketing, or a related field; an MBA or advanced degree is a plus. Preferred Qualifications: Experience in AI, cloud-based platforms, or technology solutions with a focus on driving customer success and growth. Familiarity with customer success tools (e.g., Gainsight, Salesforce) and CRM systems. Certifications in customer success management (e.g., CSPO, CCXP) are a plus.,
