Accelo is looking for an experienced individual to lead their world class implementation, account management and support teams. As our Head of Client Success, you will coach and develop our high performing professionals, and drive the growth and performance of this team. You and your team will be responsible for driving post-sales engagement, renewals and upsells, facilitate client references and case studies, and deliver exceptional implementation and support services that ensure high client satisfaction and low churn. You will ensure that you and your team go above and beyond for every client you work with. Despite being the Head of Client Success, you'll be someone who's not above diving into the weeds with clients with your team, though you'll spend most of your time providing leadership, advice and strategic direction to our implementation managers, account managers and support team to ensure we're constantly improving and raising the bar of performance and success.

This role reports to the CEO and is directly responsible for overseeing the strategic growth our success team and the happiness of our customers. You will help reduce bottlenecks and roadblocks in successful customer deliveries, and orchestrate the long range plan for better servicing our growing global customer base. 

Accelo is a SaaS business automation tool for SMB professional services organization. We help small and medium size businesses get back to the work that they love. At Accelo, we thrive on creating a fun, productive, and comfortable work environment. We play hard and work hard - after all, it’s a start up!  

What you'll be doing:

• Working directly with the CEO and team leads to direct the client success efforts to deliver exceptional  service, create new revenue opportunities and minimize the churn of our fast growing client base.
• Leading and developing Implementation, Account Management and Support team to become experts in their roles.
• Managing team operations, workload, projects and effort. Tracking team growth and development - actively looking for team-wide improvables to help ensure the growth of the overall team. 
• Working cross-functionally to advocate for our clients, especially with Product, Sales, & Marketing teams to streamline creation of new tools/resources and utilize metrics to drive adoption, retention and minimize customer churn. 
• Creating and ensuring delivery of engaging, educational and fun implementation and training sessions to coach new clients through the adoption of powerful and at times complex software. 
• Primary escalation point and advocate for critical customer issues, collaborating with other departments as needed.
• Serving as an Accelo expert: keeping up with new features and issues as well as providing quality feedback to our Engineering team regarding active issues and trends.

What we're looking for:

• You have deep experience leading Client Success teams in SaaS organizations and have been an integral part of the leadership team in a success role during the growth and scaling of a technology startup.
• Strong background in supporting a SaaS product and/or addressing the pain points of the professional service market.
• Experience managing Implementation, Account Management and Support teams (ideally in B2B SaaS organizations)
• Experience working with a team that delivers professional services on a commercial basis to discerning clients whose own success hinges on the quality and effectiveness of the services delivered.
• Experience in managing teams of 10+ employees.
• Broad understanding of industry trends and directions.

• Able to work under pressure in a fast-paced startup environment -  team player with a positive attitude and sense of humor.

• Self managed individual that is confident and accountable for their work - with the adaptability to lean in and help others when the opportunity presents itself. 
• You have innovative ideas about Client Success and a healthy level of skepticism for fads in this emerging field of discipline.
• You are a true leader who aims to inspire your team and customers alike.

Why working here is F*&!#@N awesome!

• Get in on the ground floor of a growing company with a clear vision to scale in the Denver, San Francisco, & Australian area!
• 360 degree views of the Rockies, city, and skyline from the 12th floor of a centrally located downtown office with a world-class gym and bicycle storage.
• Amazing benefits including fully covered individual healthcare, RTD EcoPass for convenient and environmentally conscious commutes, Friday social activities, and more!
• Kitchen stocked with snacks & drinks, a plethora of caffeinated options, and Friday catered lunch, just don’t blame us if you gain a pound or two :)
• A great team that enjoys and are passionate about the work that they do.
• Accelo is committed to hiring a diverse workforce as it helps us make better decisions, succeed faster, and better serve our global clients.