Global Head of Customer Success
3 weeks ago
Global Head of Customer Success
Why choose Tag?
We are the long-standing, production partner of choice that has helped brands across borders and cultures for over half a century achieve their business goals. With 2,700 experts in 29 countries across the world, we are a global team of collaborators, innovators, and motivators.
We pride ourselves on creating empowering, safe, and supportive environments for all our employees, regardless of race, gender, sexual orientation, ability, or any other defining factor. We embrace difference through diversity of thought, experience, and expertise to maximise potential and bring the greatest benefits for our people and our clients.
We can’t bring big ideas to life without exceptional people. At Tag, we respect individuality and the power of the collective. We want people to be themselves, unafraid to voice ideas, no matter how big they are or who they come from.
In June 2023, Tag was acquired by dentsu Group, Inc, though we remain a distinct brand that is led by David Kassler, Tag Global CEO, headquartered in London. As dentsu’s acquisition of Tag significantly expands content delivery capabilities, Tag’s expertise to deliver personalized, omnichannel content in real-time and at-scale for clients remains unparalleled across the entire customer journey, unlocking marketing effectiveness and efficiency.
Tag and dentsu bring together our innovation and technology infrastructure to help solve clients’ toughest challenges. United in business acumen, we share similar core values, company culture, and embrace a vision “to be at the forefront of people-centric transformations that shape society”.
dentsu was founded over 120 years ago and proudly counts nearly 72,000 employees around the world.
Job Description
As the Global Head of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our clients worldwide. You will lead and manage the solutions, customer success management, implementations, training, and commercial teams responsible for selling and supporting our suite of cutting-edge marketing technology tools. Your strategic vision, leadership skills, and customer-centric mindset will drive our customer success initiatives, ensuring that our clients achieve their desired outcomes and maximize the value of our products and services.
Job Qualifications:
- Bachelor's degree in business administration, marketing, or a related field; MBA or advanced degree preferred.
- Proven track record of success in a leadership role within a customer success or client services organization, preferably in the technology or SaaS industry.
- Strong understanding of marketing technology solutions and trends, with the ability to articulate technical concepts to non-technical audiences.
- Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders at all levels.
- Strategic thinker with the ability to translate customer insights into actionable strategies and initiatives that drive business results.
- Experience managing and developing high-performing teams in a fast-paced, dynamic environment.
- Results-oriented mindset with a focus on driving customer satisfaction, retention, and revenue growth.
- Ability to travel domestically and internationally as needed.
Responsibilities
Strategic Leadership:
- Develop and execute a global customer success strategy aligned with the company's objectives and goals.
- Drive the continuous improvement of customer success processes, methodologies, and best practices to enhance customer satisfaction, retention, and loyalty.
- Collaborate with cross-functional teams, including sales, product development, engineering, and marketing, to align customer success initiatives with overall business objectives.
Team Management and Development:
- Lead and inspire a diverse team of customer success professionals, including solutions architects, customer success managers, implementation specialists, trainers, and commercial experts.
- Provide coaching, mentorship, and professional development opportunities to empower team members to excel in their roles and achieve their career aspirations.
- Foster a culture of accountability, collaboration, and continuous learning within the customer success organization.
Customer Engagement and Advocacy:
- Build strong relationships with key stakeholders at client organizations, including C-level executives, to understand their business objectives, challenges, and opportunities.
- Act as a trusted advisor to clients, providing strategic guidance and insights to help them achieve their desired outcomes using our products and services.
- Champion the voice of the customer within the organization, advocating for customer needs and priorities in product development, service delivery, and support processes.
Revenue Growth and Expansion:
- Collaborate with sales and commercial teams to identify upsell and cross-sell opportunities within existing client accounts.
- Drive customer expansion initiatives, including contract renewals, expansions, and upgrades, to maximize customer lifetime value and revenue growth.
- Partner with the product management team to gather customer feedback and insights for product enhancement and innovation.
Operational Excellence:
- Establish and monitor key performance metrics and KPIs to measure the effectiveness of customer success initiatives and drive continuous improvement.
- Implement scalable processes and systems to streamline customer onboarding, training, support, and escalation management.
- Ensure compliance with service level agreements (SLAs), contractual commitments, and regulatory requirements related to customer success operations.
As an ethical employer, Tag will never ask job applicants to provide private, sensitive information upfront or make offers of employment contingent on financial requests or responsibilities from any candidate.
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