Head of Customer Success
2 weeks ago
Great opportunity working for an innovative and high energy SaaS company who are growing. We’re seeking a talented and experienced Head of Customer Success to lead their customer success team, ensuring that their service delivery aligns with their three core pillars: Onboard, Retain, and Grow.
Key Responsibilities:
- Lead the customer success team by providing strategic direction and operational oversight
- Develop and refine the customer success strategy to align with company goals
- Foster a culture of continuous improvement and customer-centricity within the business
- Refine and optimise the onboarding process, ensuring a smooth transition and adoption of our products
- Build strong, long-lasting relationships with key customers
- Create and maintain a “customer health” score to continually assess account health
- Leading, hiring and developing a team of customer success managers and analysts
- Establish goals, success criteria and performance metrics for the team
- Continually monitor key customer success metrics and provide regular updates to senior management
Key Skills & Experience required:
- Bachelor’s degree in business, marketing or related field (desirable)
- Proven experience in customer success, account management or a related field, in B2B SaaS.
- Strong understanding of customer success principles and the customer lifecycle
- Exceptional strategic thinking, problem-solving and decision-making abilities
- Excellent communicator and presenter with the ability to communicate effectively internally and externally with people at all levels
- Proactive, detail-oriented, and able to manage multiple priorities in a fast-paced environment
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