Head of Customer Success (Remote)

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies , and through our businesses including Trane®  and  Thermo King ,  sustainability is not just how we do business—it is our business.  Do you dare to look at the world's challenges and see impactful possibilities?  Do you want to contribute to making a better future?  If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home.  We boldly go. Where is the work: Virtual     Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to manage all people, all physical locations, all assets, and all work - enabling data sharing across departments. Industries we serve through our SaaS applications include healthcare, life sciences, financial services, retail, government, higher education & enterprise. We are a software company that provides generous compensation, excellent benefits, and the opportunity to be surrounded by passionate team members that look out for each other.   As Nuvolo's Head of Customer Success, you will lead Nuvolo’s Global Customer Success team to the next level of maturity in delivering world class service to our clients, while maximizing retention and expansion opportunities. You will build a high performing team to ensure client satisfaction for all Nuvolo customers, while growing and mentoring members of the Customer Success team across multiple tiers. You will be responsible for leading a team focused on maximizing retention, identifying potential areas of expansion, and increasing engagement, advocacy, and references in our customer base. You will also oversee key executive relationships with our most strategic customers, ensuring maximum value and adoption is attainted by our platform capabilities.

Customer Retention & Growth   Own customer retention, Net Revenue Retention (NRR), and expansion goals across our customer base, and in collaboration with our sales and Go-To-Market strategy  Drive account growth outcomes: influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores, reduce churn and drive new business growth through greater advocacy and reference ability  Develop and execute a scalable customer success strategy that ensures customers realize maximum value  Drive a proactive customer engagement model that improves adoption, reduces churn, and increases expansion opportunities  Drive value for Nuvolo’s customers, ensuring they have the right products, services, and tools to accomplish their goals  Execute an industry-leading customer health scoring framework to predict risks and opportunities  Serve as a key leader for all post-sales escalations, in collaboration with the Head of Customer Experience, in order to ensure customer needs are appropriately prioritized  Leadership & Team Development   Build, scale, and mentor a world-class Customer Success team, including customer Success Managers and Partner Success Managers  Define career paths and develop talent through training, coaching, and performance management  Foster a customer-first culture that aligns with key business objectives  Customer Journey & Advocacy   Optimize the customer journey from onboarding to renewal and expansion  Build cross-functional relationships within Nuvolo to create a unified customer experience  Evolve current customer routines, including Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs), in order to achieve maximum engagement and value for our most high-value customers.    Identify and develop key customer advocates, collaborating with the