Head of Customer Success

As the Head of Customer Success, your role is crucial in leading the Customer Success team to drive customer satisfaction, retention, and growth. Your responsibilities will include: - Developing and executing the customer success strategy aligned with company goals. - Leading, mentoring, and scaling the Customer Success team to foster a customer-centric culture. - Building strong relationships with key clients, understanding their needs, and ensuring their success. - Defining and tracking key performance indicators (KPIs) such as NPS, retention rate, expansion revenue, and customer health scores. - Collaborating with Sales, Product, and Marketing teams to improve onboarding, renewal, and upsell processes. - Identifying opportunities to reduce churn and expand existing accounts. - Gathering customer feedback to inform product development and improvement. - Creating scalable processes and frameworks for proactive customer engagement. - Reporting on customer success metrics and communicating insights to executive leadership. Qualifications: - Proven experience in a senior customer success, account management, or client services role, preferably in Last Mile Logistics. - Strong leadership skills with experience in building and managing teams. - Excellent communication, negotiation, and relationship-building skills. - Data-driven mindset with expertise in CRM tools and analytics. - Demonstrated ability to develop and implement scalable customer success programs. - Customer-focused attitude with a passion for delivering exceptional service. Additionally, the preferred skills for this role include: - Experience with EV-SaaS or subscription-based business models. - Familiarity with customer success platforms and tools. - Background in cross-functional collaboration and organizational influence.,