Head - Customer Success

Job Description

About the Role: We are seeking a passionate and experienced Head of Customer Success to lead and grow our Customer Success organization. As Head of Customer Success, you will be responsible for driving customer satisfaction, loyalty, and retention, while ensuring customer success aligns with overall business goals. You will lead and mentor a team of Customer Success Managers, develop and implement customer success strategies, and build strong relationships with our customers. Key Responsibilities: Customer Success Strategy & Leadership: - Develop and implement a comprehensive customer success strategy aligned with company goals and objectives. - Define and track key performance indicators (KPIs) for customer success, such as customer satisfaction, customer retention, and customer lifetime value. - Lead, mentor, and develop a high-performing team of Customer Success Managers. - Provide guidance and support to Customer Success Managers on best practices, customer communication, and issue resolution. Customer Relationship Management: - Build and maintain strong relationships with key customer stakeholders. - Proactively identify and address customer needs and concerns. - Conduct regular customer health checks and proactively identify at-risk customers. - Develop and implement customer success programs, such as onboarding programs, customer training, and customer advisory boards. Product Adoption & Growth: - Drive product adoption and usage within customer accounts. - Identify and pursue upsell and cross-sell opportunities. - Work closely with product and engineering teams to incorporate customer feedback into product development. Team Management & Development: - Recruit, hire, and onboard talented Customer Success Managers. - Conduct performance reviews, provide feedback, and identify training and development opportunities for the team. - Foster a positive and collaborative team environment. Data Analysis & Reporting: - Analyze customer data to identify trends, identify areas for improvement, and optimize customer success strategies. - Prepare and present regular reports on customer success metrics to senior management. Qualifications: Essential: - 4+ years of experience in customer success, account management, or a related field. - 3+ years of experience leading and managing a team of customer success professionals. - Proven track record of success in driving customer satisfaction, retention, and growth. - Strong leadership, mentorship, and coaching skills. - Excellent communication, interpersonal, and presentation skills. - Strong analytical and problem-solving skills. - Experience with CRM systems (e.g , Salesforce, HubSpot) and customer success platforms. - Bachelor's/master's degree in Business Administration, Marketing, or a related field