Head of Customer Success

As the Head of Customer Success at Kovai.co, you will play a pivotal role in leading and scaling the Customer Success organization to drive measurable business outcomes through customer retention, expansion, and satisfaction. Your responsibilities will include: - **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 by 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 powered by automation, AI triggers, and integrations. - 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:** - Bachelors degree in Business, Marketing, Communications, or related field (or equivalent experience). - 10+ years in Customer Success, Account Management, or similar SaaS leadership roles (with 35 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. - Understanding of modern CS methodologies (Health Scoring, Success Plans, QBR frameworks) and Knowledgebase or Knowledge Management Software is a plus.,