[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. Kuberno is a collaborative and award-winning business transforming governance through innovative technology. They are seeking a Customer Success Lead to manage customer relationships, drive Net Revenue Retention, and ensure a market-leading customer success experience.ResponsibilitiesDelighting our Customers: Using your skills and knowledge to delight our customers, nurturing lasting relations where the customer's strategic aims are front and center of everything you do. By doing so, you will directly contribute to high renewal rates and strong NRR performanceRelationship Building: Build and maintain strong relationships with your customers, acting as a trusted advisor and advocate for their needs within Kuberno with a focus on adding valueCustomer Account Planning: Develop and implement comprehensive customer engagement strategies that align with the customers strategic aims and our business goals, to drive customer satisfaction and loyalty, as well as long-term Net Revenue RetentionRevenue Growth: Through engagement with customers and understanding their strategic aims, identify opportunities to add value to existing customers and contribute to expansion that supports NRRCross-Functional Collaboration: Work closely with internal stakeholders to ensure a seamless customer experience and alignment of goalsCustomer Advocacy: Through the delivery of positive engagement and customer experience, drive advocacy among our customers and support initiatives, including success stories and testimonials that showcase the value of KubePerformance Metrics: Use data-driven insights to continuously improve outcomes for our customers and Kuberno, with specific focus on measuring adoption, retention, and Net Revenue RetentionCustomer Insights: Gather and analyze customer feedback and data to identify trends, pain points, and improvement opportunities. Using insights to inform product development and customer engagementSkillsEnjoys creative problem solving, and is empathetic, seeking to not only grasp the customer's perspective but likes to get a deeper understanding of matters to develop great, sustainable solutionsHas experience in a Customer Success Lead role, ideally in a rapidly scaling SaaS business with a global customer base, and can demonstrate a good understanding of both UK and US customersBuilding on the existing approach that is loved by our customers, aligning Kuberno's growth aspirations with our culture of delighting customers, while ensuring customer success translates into excellent NRR outcomesAs well as being a great communicator, as our customers are vital to our success, supports customers ongoing by reviewing their needs and responding to new challengesThrives in a dynamic and collaborative environment and is comfortable with ambiguityHas a professional and informative communication style - you can clearly articulate problems and solutions and are just as comfortable engaging with the C-level employees of the customer as to their traineesIs energetic, tenacious and enthusiastic with strong self-organization and accountabilityHas a burning curiosity and passion for learningExperience in supporting legal, secretariat and/or tax and finance teams in global organizations would be helpful in building empathy for our customersExperience in working with, or for, company secretariat managed service providersCompany OverviewKuberno has created the first global entity governance platform - Kube - that combines world leading entity management functionality with a unique secretariat practice management system; built by governance professionals for governance professionals. It was founded in 2020, and is headquartered in London, England, GBR, with a workforce of 11-50 employees. Its website is https://www.kuberno.com.