Head of Customer Support

About the Role:

We are seeking a dynamic and strategic Head of Customer Success to lead our Customer Success team, driving customer satisfaction, retention, and growth. This role is pivotal in ensuring our customers achieve their desired outcomes while maximising the value they receive from our products/services.

Key Responsibilities:

• Develop and execute the customer success strategy aligned with company goals.
• Lead, mentor, and scale the Customer Success team, fostering a customer-centric culture.
• Build strong relationships with key clients, understanding their needs and ensuring their success.
• Define and track key performance indicators (KPIs) such as NPS, retention rate, expansion revenue, and customer health scores.
• Collaborate with Sales, Product, and Marketing teams to improve onboarding, renewal, and upsell processes.
• Identify opportunities to reduce churn and expand existing accounts
• Gather customer feedback to inform product development and improvement
• Create scalable processes and frameworks for proactive customer engagement
• Report on customer success metrics and communicate 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

Preferred Skills:

• Experience with EV-SaaS or subscription-based business models
• Familiarity with customer success platforms and tools.
• Background in cross-functional collaboration and organisational influence