Head of Customer Success

About Wayleadr

Wayleadr is a premier enterprise parking SaaS platform, trusted globally by innovative companies such as Google, OpenAI, Netflix, Riot Games, Uber, and Novartis. Our platform revolutionizes employee commutes by integrating parking, EV charging, and workplace transportation into one smart solution, supporting complex programs worldwide to optimize infrastructure use and enhance employee convenience.

Position Overview

We are seeking a Head of Customer Success to lead and grow our international Customer Success and Support teams. This pivotal role reports directly to the COO and is part of the senior leadership team. It includes managing key customer relationships, driving retention and advocacy, and amplifying the customer perspective across the organization.

Key Responsibilities

• Forge and nurture trusted executive partnerships with our largest, strategic clients.
• Achieve and maintain 100% referenceability among top-tier customers like Google, OpenAI, UCSF Health, Uber, and Netflix.
• Ensure portfolio-wide strong revenue retention metrics, maintaining Net Revenue Retention above 100% and top-tier Gross Revenue Retention.
• Develop and execute customer success strategies, identify risks/opportunities early, and collaborate with sales to support renewals and expansions.
• Oversee and enhance processes for gathering and prioritizing customer feedback, collaborating closely with Product and Engineering to integrate customer insights into roadmaps.
• Lead, mentor, and expand a global team of 10 Customer Success, Implementation, and Support professionals, establishing performance criteria and career pathways.
• Create scalable workflows, playbooks, and resources to standardize customer lifecycle management.
• Support complex international rollouts by coordinating efforts among customers and cross-functional teams including Product, Engineering, and commercial departments.
• Refine account planning, customer health monitoring, risk management, escalation protocols, support, and executive engagement procedures.
• Provide frequent executive-level reports on customer health, retention, advocacy, support outcomes, risks, and opportunities.
• Analyze customer and operational data to deliver actionable insights and strategic recommendations.

Required Qualifications

• Over a decade of experience in Customer Success, particularly supporting technology products for large enterprise clients and Fortune 500 companies.
• Robust organizational abilities with the capacity to juggle multiple projects within a fast-paced setting.
• Exceptional verbal and written communication skills with C-suite engagement experience.
• Collaborative experience working alongside Product Management to advocate for customer needs in product development.
• Familiarity with sectors such as Transportation, Parking, or Workplace technology.
• Comfort with remote work spanning Pacific to East Coast U.S. time zones.

Benefits and Opportunities

• Significant leadership impact as a key contributor to the company’s executive team and strategic direction.
• Engagement with a roster of elite, innovative clients including OpenAI, Google, and Netflix.
• Influence over product development tackling complex global workplace and transportation challenges.
• Competitive salary paired with equity and comprehensive benefits.
• Flexibility to work remotely without relocation requirements.
• Opportunities to scale and shape a global Customer Success organization within a fast-expanding SaaS business.
• Collaboration within a values-based culture alongside dedicated and talented colleagues.