Head of Customer Success

2 weeks ago


Remote, United Kingdom Nezasa AG Full time

Are you a leader passionate about helping customers achieve their desired outcomes?

Nezasa is a Swiss TravelTech scale-up with offices in Zurich, Lisbon, and Santiago de Chile that empowers travel brands all over the world. We're looking for a Head of Customer Success to join our team and lead the charge in delivering exceptional customer experiences.

As our hybrid player-coach, you'll mentor and guide our Customer Success Managers to ensure they're executing on team KPIs and serving as escalation points for our customers. But you won't just be managing from the sidelines - you'll also personally serve as the CSM for our largest and most important customers. As we continue to grow, you'll have the opportunity to expand into a fully managerial role. Success in this role is measured by NRR, customer advocacy, and product adoption.

If you're driven to help customers succeed and motivated to lead a team to success, we want to hear from you

**This is a remote or hybrid position. You are preferably located either in the UK or Portugal, Switzerland is considered as well.**

As Nezasa's Head of Customer Success,

**You will be responsible for...**
- Leading, coaching, and empowering a team of Customer Success Managers to be successful in their roles
- Assisting the team with executing growth and success strategies for our customers to ensure achievement of high NRR and expansive customer lifetime value;
- Managing the relationship with some of Nezasa’s most valuable customers as a player-coach, developing a trusted advisor relationship with key stakeholders and executive sponsors of accounts;
- Ensuring all Nezasa activities are closely aligned with the customer's business case and business strategy, allowing them to realize the full potential of Nezasa’s products;
- Serving as the “voice of the customer” to both product management and engineering;
- Identifying and assessing renewal risks for customers’ license subscriptions and collaborate with internal teams to ameliorate;
- Partnering with the Digital Customer Success Operations Manager to scale customer success activities and ensure cohesion between 1:1 and 1:many strategies;
- Continuously test, measure, and improve processes and tactics

**You have...**
- 5+ years of experience in customer success or a similar post-sale function in SaaS
- 2+ years of managing teams of direct reports in high-growth environments
- A passion for people and multicultural teams - you love mentoring, leading and contributing to the professional development of those around you
- A rich understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring;
- Commercial experience in renewals and/or upselling;
- Confidence when running executive business reviews and engaging with C-level sponsors;
- A results-oriented individual who thrives working in a fast-paced environment and maintains a calm approach when operating under pressure
- As a plus:

- Professional courses in customer success management
- Rich knowledge of the travel industry and travel technology
- Additional language skills - German and/or Spanish



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