Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager engaging employer partners in meaningful education and career connected solutions. Collaborating with Sales, Implementation, and Marketing to drive partner growth and satisfaction.
Responsibilities
- Drive Enthusiasm and Advocacy: Deliver high-energy, compelling partner engagements—using storytelling, visuals, and real impact examples to make partners excited about Clasp’s creativity.
- Champion Strategic Growth: Push conversations beyond the present. Ask deeper questions about multi-year goals, hiring strategies, and industry shifts to uncover expansion opportunities.
- Know the Work: Stay fluent in the details of Clasp’s creative output, talent fulfillment roadmap, and performance metrics, so you can credibly advise partners.
- Facilitate Onboarding and Alignment: Partner with sales and implementation teams to streamline launches, ensuring clarity and consistency from pre-sale through steady state.
- Lead Technical Problem-Solving and Enablement: Guide partners through onboarding, scoping, and translating requirements into actionable builds; deliver training and change management support to ensure adoption and long-term impact.
- Monitor and Optimize Performance: Analyze partner metrics and feedback to identify risks and opportunities, balancing long-term strategy with responsive day-to-day support.
- Collaborate Cross-Functionally: Present materials developed by internal teams with authority and context, ensuring partners see the full value of Clasp’s work.
- Act as a Trusted Advisor: Serve as a subject matter expert, offering training and insights to maximize the value partners derive from Clasp’s services
- Partner Engagement: Conduct high-impact business reviews and regular touch points to enhance partner satisfaction and expand Clasp’s value
Requirements
- Experience in account management, customer success, management consulting, or other client/customer-facing role
- Proven problem-solving and analytical skills to identify partner challenges and risks and design effective solutions
- Relationship-building and communication skills with the ability to foster trust, understanding, and alignment across diverse audiences
- Excellent communication skills and the ability to think strategically while executing tactically, balancing long-term goals with immediate partner and business needs
- Collaborative mindset with experience working across multiple departments to build cohesive strategies and implement cross-functional initiatives
- Adaptability and resilience to navigate the fast-paced, evolving landscape of a high-growth company
Benefits
- Competitive cash and equity compensation
- Health benefits (health, dental, & vision)
- 401k Match
- Commuter benefits
- Flexible PTO policy
- Opportunities to grow and perform in a fast-paced environment alongside a stellar team.
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