Job Description

**Customer Success Leader**
Remote / Full-time

InnerCircle is an early-stage, growing business seeking to revolutionize sales
technology and deliver unparalleled results for our clients. InnerCircle is
built on the premise that cold email and cold calling are dying sales tactics,
and now, sellers, executives, and founders must programmatically leverage
their networks to generate new business via referrals and account-based
marketing.

Our Referral Management Solution is designed to unlock the full potential of
your network, facilitate warm introductions, and streamline the referral
process with the power of advanced automation and AI technology.

**Job Description:**

We are seeking a highly skilled Customer Success Leader with proven experience
in B2B SaaS, and has supported a large portfolio of mid-market and enterprise
customers. The Customer Success Leader will play a critical role in driving
InnerCircle revenue growth and retention by owning all new customer
onboarding, product adoption, and expansion initiatives. We are a small, but
passionate team of entrepreneurs who are excited to build a profitable
business and create meaningful change in the B2B sales ecosystem.

**What you will do:**

* Own the entire customer journey—from onboarding to product training and adoption, through to renewal and expansion.
* Establish and optimize onboarding best practices to ensure a seamless transition for new customers.
* Act as the main point of contact for managing and resolving high-priority customer issues, ensuring timely and effective solutions.
* Monitor customer health metrics (e.g., product usage, engagement, satisfaction) to identify risks and opportunities and provide data-driven insights for key accounts.
* Develop proactive strategies to enhance customer retention and loyalty, aiming to achieve the highest possible retention rates and ensure long-term success.
* Proactively drive renewal and upsell opportunities, ensuring contract renewals and identifying areas for expansion.
* Collaborate cross-functionally with sales, product, and engineering teams to ensure customer feedback is incorporated and their needs are met.
* Implement and track Net Promoter Score (NPS) to measure customer satisfaction and loyalty, and work to establish customer advocacy programs.
* Create scalable customer success processes as the company grows to support a larger customer base.

**This position reports to the Co-Founder and Chief Commercial Officer.**

**What we expect from you:**

* Bachelor's degree or higher
* 5+ years of B2B SaaS customer success management experience (onboarding, driving adoption, expansions, and renewals).
* Outstanding communication skills with a thoughtful and collaborative approach to building relationships
* Strong organizational skills with attention to detail and a commitment to integrity
* Experience working in a start-up environment; ability to thrive in a fast-paced and high-pressure culture
* Humility, resourcefulness, directness, ambition, and professionalism
* Desire to question, probe, and challenge partners to ensure their ultimate needs are met
* Experience in upselling and retaining customers to drive additional revenue (recurring and variable)
* Creative problem-solving skills to ensure partner satisfaction
* Ability to reconcile data from multiple sources to continually drive value

**Why you’ll love working at InnerCircle:**

* Unparalleled learning opportunity: We’re operating a business in an exciting, fast-moving space. You’ll be learning more than you think is possible and having fun seeing your immediate impact on the business and the space!
* Collaboration and partnership with other entrepreneurs: You’ll partner with our co-founders, and founding engineer to have an immediate impact on the trajectory of the business. We foster a culture of feedback, support, and celebration to ensure our hard work leads to success!
* Great Benefits: Competitive compensation, including health, dental and vision benefits for you and your dependents!