Job
Description
As the Head of Customer Success at our company, you will be responsible for designing, building, and leading the customer success department from the ground up. Your role will involve more than just managing accounts; you will need to create scalable systems, playbooks, and teams to support our growth towards a $100M solar business. Key Responsibilities: - **Department Setup & Strategy**: - Build the customer success/service function from scratch. - Develop Standard Operating Procedures (SOPs), engagement playbooks, and training materials. - Implement systems and tools that can scale with the business growth. - **Customer Experience & Metrics**: - Implement and track Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn, and retention metrics. - Design and manage dashboards to report customer health to the leadership. - Analyze trends to identify opportunities for improving the customer journey. - **Process & Script Development**: - Create scripts for inbound/outbound customer interactions. - Build escalation protocols and quality assurance processes. - Establish Service Level Agreements (SLAs) for response times, resolution timelines, and follow-ups. - **Team Building & Leadership**: - Hire, train, and lead the customer success team. - Define Key Performance Indicators (KPIs) and accountability frameworks for Customer Success Managers (CSMs), coordinators, and support staff. - Foster a high-performance, customer-centric culture within the team. - **Cross-Department Alignment**: - Collaborate with Sales, Operations, and Finance teams to ensure seamless handoffs and a unified customer experience. - Act as the "voice of the customer" to influence product, process, and strategic decisions. - Identify recurring issues and work with internal teams to implement root-cause fixes. Qualifications Required: - Proven track record in building and scaling customer success or support functions, preferably in SaaS, energy, or consumer-facing industries. - Excellent English communication skills, both verbal and written. - Strong process orientation with experience in creating SOPs, scripts, and scalable systems. - Analytics-driven with hands-on experience in running NPS/CSAT and customer health reporting. - Leadership experience with the ability to hire, train, and manage a growing team. - Highly organized, detail-focused, and proactive in problem-solving. - Customer-first mindset with the ability to balance customer needs with business objectives. - Solar/energy industry experience is a plus, but not required. In addition to the above, you will benefit from: - Leadership opportunity to build and shape the customer success function from zero. - Exposure to a high-growth renewable energy company scaling globally. - Fast-paced, entrepreneurial culture with a direct impact on business outcomes. - Career growth opportunities as the organization expands.,
