1. Are you legally authorized to work in the United States?1. Are you legally authorized to work in the United States? Required
No
Yes
2. Will you now, or in the future, require sponsorship for U.S. employment visa status (Do you currently have H1-B or Student visa status)?2. Will you now, or in the future, require sponsorship for U.S. employment visa status (Do you currently have H1-B or Student visa status)? Required
No
Yes
3. Note: Please answer each question on the application with specific and accurately detailed answers if you would like to be considered for the role. Applications with unanswered questions, dashes or other "fillers" for answers, or "will share in interview", or "see resume", or other non-specific answers will not be considered, unless you provide an attachment that thoroughly addresses each question.
4. Were you referred by a Lexipol employee or from a recruiting agency? If so, please list their name.
5. What is your preferred first name?
6. What is the highest position title that you have held in a Customer Success organization?
7. How many years of experience do you have in a SaaS based business model in a Customer Success leadership role, specifically with the title of Director of Customer Success, or VP of Customer Success?7. How many years of experience do you have in a SaaS based business model in a Customer Success leadership role, specifically with the title of Director of Customer Success, or VP of Customer Success?
Required
Select an option
8. A. How many people have you personally managed (you were responsible for writing their reviews) in a software Customer Success organization?
9. Describe how you have transformed or significantly overhauled a Customer Success department. Include the changes you made; a brief before and after of Customer Success metrics; and the outcomes that resulted from the changes you made.
What was the total number of Customer Success Managers (not sales people, not customer service, not tech support) in the organization that you personally led?What was the total number of Customer Success Managers (not sales people, not customer service, not tech support) in the organization that you personally led?
Required
Select an option
10. Describe the type of coaching programs that you have put in place in previous organizations and what measurable outcomes resulted from implementing the program?
11. Describe how you have ideated, innovated, and adapted effective Customer Success strategies and created/delivered Customer Success team training that drives performance; increases retention, and elevates team morale in a rapidly growing SaaS company.
12. What programs have you designed and implemented that specifically increased upsell & cross-sell velocity? List the upsell & cross-sell velocity gains in percentages that your program increased. Include the name of the company and the type of product.
13. Describe your process for mentoring each of these types of team members: a. Senior Customer Success Managers b. Tenured Customer Success Managers c. New Customer Success Managers
14. Describe your experience in developing and implementing Customer Success policies and procedures. Looking for a detailed answer.
15. What Customer Success software, databases, and CRM tools have you used?
16. Describe your experience with each software tool, database, and CRM tool in detail.
17. What level of user are you with each?
18. Which have you personally trained your team on?
19. What change management principles have you studied and utilized?
20. Describe your experience managing P&L and budgets for customer success teams.
21. Scalability and Growth: As our company grows, how would you scale the Customer Success team to support a larger, more complex enterprise customer base? What strategies would you use to ensure continued success?
22. Customer Success During M&A or Change Management: Describe your experience managing customer success during mergers, acquisitions, or major organizational changes. How did you ensure customer retention and satisfaction through the transition?
23. Is there anything else you want to tell us about yourself?
List the name of the SaaS (software as a service) company(s) you worked for and the name of the products you supported as a Customer Success Leader.
What is your desired annual salary for this position? If you would like to be considered, please list a realistic annual salary $ amount. Note: Applications with blank answers or dots will not be considered.
List the Customer Success Metrics that you tracked for your team.
List the dollar amount of upsells and cross-sells your Customer Success Team was responsible for producing. Name the company this was at and list the products you and your team were responsible for.
