Head Customer Success

This role is for one of the Weekday's clients

Requirements

Key Responsibilities:

• Strategy & Leadership:
• Define and execute the overall customer success strategy, aligning with company goals.
• Build and manage a high-performing customer success team (if applicable).
• Design scalable processes and frameworks for onboarding, engagement, and support.
• Customer Onboarding & Retention:
• Own the customer journey from onboarding to renewal, ensuring a seamless and value-driven experience.
• Proactively monitor customer health metrics and address issues to reduce churn.
• Conduct periodic business reviews with key customers to assess satisfaction, adoption, and outcomes.
• Relationship Management:
• Act as the primary escalation point for high-value clients and resolve issues with urgency.
• Foster long-term relationships with customers to identify upsell/cross-sell opportunities.
• Act as the voice of the customer within the company and relay feedback to product and tech teams.
• Performance & Reporting:
• Track key performance indicators (KPIs) including Net Promoter Score (NPS), churn rate, customer satisfaction, and retention rate.
• Build dashboards and reporting frameworks for internal visibility and decision-making.
• Cross-functional Collaboration:
• Collaborate closely with Sales for seamless handoffs and expansion opportunities.
• Partner with Product and Tech to communicate customer needs and influence roadmap priorities.
• Work with Marketing to produce case studies and success stories.
  

Required Skills & Experience:

• 3-6 years of experience in customer success, account management, or client-facing roles, preferably in a SaaS, B2B, or tech-driven company.
• Demonstrated success in managing customer accounts, reducing churn, and driving renewals or expansions.
• Excellent communication, interpersonal, and problem-solving skills.
• Data-driven mindset with the ability to analyze metrics and generate actionable insights.
• Strong organizational and project management skills.
• Experience working with CRM platforms (e.g., HubSpot, Salesforce, Zoho) and customer success tools (e.g., Gainsight, Freshdesk, Intercom) is a plus.
• Ability to manage ambiguity and wear multiple hats in a startup-like environment