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Head of Customer Success

Citrine Informatics

Citrine Informatics

Customer Service, Sales & Business Development
United States
Posted on Friday, April 28, 2023
About Citrine
At Citrine, we’re ushering in the next generation of sustainable, high-performing materials and chemicals.
We are the industry leader in AI for materials and chemicals. Our SaaS platform provides data management and Artificial Intelligence (AI) tools that help our customers rapidly develop higher-performing, more sustainable materials. Our users are scientists and engineers at market-leading manufacturing and materials companies, and we collaborate with professors and researchers from world-renowned institutions on cutting-edge research at the intersection of AI and the physical sciences.
This year, Citrine won the LyondellBasell Advancing Strategic Potential Forum Award for Innovation. We have also been recognized for our impact on sustainability by the Global CleanTech Group, and earned a spot on both the CB Insights AI 100 List and the Inc. 5000 list of fastest-growing private companies in the US. Citrine works with leading global organizations across chemical and materials development and manufacturing, such as LyondellBasell, Panasonic, Michelin, Synthomer, Solvay, and more. As a team, we are ambitious with our goals, passionate about our vision, and eager to grow and learn from each other. Our team is growing fast and looking for the best to join us.
Our Platform gives product developers, researchers, and engineers access to cutting-edge, domain-specific AI, all without writing a line of code. This enables our customers to discover and deploy the next generation of sustainable, high-performing materials and chemicals up to 98% faster than traditional R&D approaches. While our headquarters are located in the San Francisco Bay Area, the Citrine team is distributed across the United States, Canada, Belgium, Germany, and Switzerland.
About the Role
The Head of Customer Success will have responsibility for both maintaining a high subscription renewal rate, as well as driving a high net dollar retention. The Head of Customer Success will be expected to effectively lead their team and collaborate with the technical services teams to enable these outcomes. They will need to regularly re-prioritize accounts to be able to apply limited resources toward the target retention and upsell outcomes.

Responsibilities

  • Oversee the full customer journey from adoption to ongoing success, driving high renewal and net dollar retention, along with user adoption and engagement
  • Define the customer-journey strategy, by customer segment, to ensure that the customer achieves increasing value from the Platform, and the company meets growth goals while ensuring that Success and Services teams are optimally productive
  • Set Customer Success group objectives, produce and track key performance indicators and manage interventions to improve indicators as needed
  • Lead and inspire a top-flight Customer Success team that consistently guides a best-in-class customer experience
  • Selectively intervene directly within accounts and influence customer key stakeholders to take action toward shared objectives
  • Collaborate with counterparts in the Technical Services, Solutions Engineering, and Account Executive teams to secure shared commercial objectives
  • Serve as a strong enabling partner to the Product Development team, to ensure that actionable customer input is captured and consistently accessible
  • Play an integral role in the development and implementation of the Technical Support organization
  • Communicate customer health and efforts to improve health, to meet renewal and upsell aims across the company, to company leadership and occasionally to the Board
  • Travel up to ~6 days a month

Skills and Experience

  • At least 3 years of professional experience in a managerial role in Customer Success within Enterprise Software as a Service
  • Demonstrated experience owning key business metrics and driving to target results
  • Demonstrated success in working in highly cross-functional roles and effectively influencing peers and more senior team members
  • Able to produce influential communications across many mediums and audiences independently

Nice-to-have

  • Professional experience in Industrials or Energy
  • Professional experience in driving transformation using enterprise SaaS
  • Experience working in a startup
Equal Opportunity
All qualified applicants will receive consideration for employment without regard to race, creed, color, or national origin. Please let us know if you need any accommodations during the interview process.
Our Core Values
Citrine Informatics recognizes that its most valuable asset is its people. We have created our set of Core Values to encourage, support, and invest in our team as they work to innovate and support a more sustainable world. Our Core Values reflect our ongoing commitment to continuously invest in nurturing our talent and our people-first approach to conducting business.
- We take pride in and recognize the successes and growth of ourselves and our colleagues. We support each other in our growth.
- We prototype and collect data to make good decisions. We question that data and are constantly iterating to find the best solution.
- We are all owners of Citrine and make decisions like owners. We work autonomously with personal and organizational accountability.
- We commit to building a diverse and inclusive community within Citrine and actively promote equity and belonging.
- We are tirelessly committed to creating value for our customers.
- We exist to help our customers accelerate the development of sustainable products that are critical to the future of both our planet and our industry.
Compensation and Pay Transparency
At Citrine, we want your path to career growth to be transparent, straightforward, fair, and easily accessible -- starting with your application and interview process. The annual salary range listed below reflects the level we are considering for this position (please note that there may be unique situations where you may fall outside of this range). Where you fall within the range will depend on how your experience and skills align to our internal leveling system as we learn more about you throughout the interview process.
$150,000 USD - $200,000 USD
*Range(s) listed are for full-time employees based in the United States only.
**Colorado only: disclosure above meets the requirement by sb19-085(8-5-20).
Our Benefits (for exempt, full-time employees based within the United States)
401k with matching up to 4%
Medical, vision, dental insurance (we pay 100% of your premium and 75% of your dependents)
Life and Disability insurance
FSA and HSA plans
Equity options within the company
12 weeks of paid parental leave
Flexible PTO on top of our 17 paid company holidays (includes your birthday!)
Free financial counseling
$600 tech allowance
Monthly $75 phone reimbursement
$5,000 annual continuing educational allowance