Head of Customer Success

• Biztalk360
• Turbo360
• Document360

The Head of Customer Success will lead and scale our Customer Success organization, driving measurable business outcomes through customer retention, expansion, and satisfaction. You will define long-term strategies that deepen customer engagement and strengthen alignment across Sales, Product, and Marketing.

As a senior leader, you’ll combine a strong grasp of SaaS customer lifecycle management with AI-savviness and operational excellence — leveraging modern automation tools, data insights, and “vibe coding” techniques (creative use of AI, scripts, and workflows) to amplify team productivity, personalize customer experiences, and deliver scalable impact.

Key Responsibilities

Customer Success Strategy

• Define and execute the global customer success strategy focused on driving adoption, retention, and expansion.
• Integrate AI-driven insights into customer journey mapping and health scoring to proactively manage renewals and risks.

Team Leadership

• Lead, mentor, and grow a high-performing team of Customer Success Managers (CSMs).
• Build a culture of experimentation — encouraging the team to use AI copilots, automation, and data tools to work smarter and deliver more value per customer touchpoint.

Customer Retention & Growth

• Develop and implement scalable playbooks for reducing churn and increasing expansion.
• Use predictive analytics and AI dashboards to identify upsell, cross-sell, and add-on opportunities.

Customer Advocacy

• Champion the voice of the customer across the company, ensuring product, marketing, and sales teams act on key insights.
• Use AI summarization and sentiment analysis tools to capture and communicate customer feedback efficiently.

Process & Operational Excellence

• Design and refine customer success workflows — from onboarding to QBRs — powered by automation, AI triggers, and integrations (CRM, CS tools, BI dashboards).
• Encourage a “vibe coding” culture: lightweight automations, prompt libraries, and toolchains that increase speed and consistency.

Performance Metrics

• Own and optimize KPIs like NRR, GRR, CSAT, NPS, and LTV. Use data visualization and AI-assisted analytics to forecast risks and identify revenue opportunities.

Cross-functional Collaboration

• Partner with Product to prioritize customer-informed features and AI-based improvements.
• Align with Marketing and Sales to deliver unified messaging, success stories, and expansion campaigns.

Executive Reporting

• Provide actionable insights and forecasts to senior leadership, supported by data dashboards and AI-generated summaries.

Customer Success Culture

• Cultivate a customer-first mindset across the organization.
• Inspire curiosity and continuous learning in leveraging emerging AI tools to deliver world-class customer experiences.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field (or equivalent experience).
• 10+ years in Customer Success, Account Management, or similar SaaS leadership roles (with 3–5 years managing teams) and have led 10mn+ ARR journey and set up scalable processes.
• Proven record of improving retention, expansion, and satisfaction in a B2B SaaS environment.
• Strong grasp of SaaS metrics and customer lifecycle models.
• Excellent leadership and people management skills; ability to build and scale global CS teams.
• AI-literate mindset: comfortable using and integrating AI tools (ChatGPT, Claude, Copilot, etc.) to improve productivity and decision-making.
• Experience with CS platforms (e.g., Gainsight, Totango, ChurnZero) and CRMs (e.g., Salesforce, HubSpot).
• Analytical, data-driven, and adept at translating metrics into action.
• Exceptional communication and storytelling skills with executive presence.

Preferred Skills

• Experience managing enterprise and mid-market customer portfolios.
• Familiarity with AI-powered analytics, workflow automation, and prompt engineering for operational efficiency.
• Exposure to “vibe coding” — building lightweight automations, connecting tools via APIs, and creatively using no-code/AI tools to enhance outcomes.
• Knowledge of SaaS metrics (ARR, MRR, CAC, Payback, NRR).
• Understanding of modern CS methodologies (Health Scoring, Success Plans, QBR frameworks) and Knowledgebase or Knowledge Management Software is a plus.

Equal Opportunities:
Kovai.co is committed to building a workforce that reflects the richness of our society. We believe in fostering a culture of belonging and respect for all. Kovai.co stands firmly against discrimination, ensuring equal opportunity for everyone to build a successful career.