Head of Customer Success and Retention

1 week ago

London, Greater London, United Kingdom Bitpace Full time
About the Role

Bitpace is seeking a highly skilled and experienced Head of Customer Success and Retention to lead and manage our customer success team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to drive customer satisfaction, retention, and growth.

Key Responsibilities
  • Leadership and Management
    • Lead, mentor, and develop the customer success team to achieve company goals and individual career growth.
    • Foster a customer-centric culture within the team and across the organization.
    • Collaborate with other departments (Sales, Marketing, Product, Finance, Compliance) to ensure a cohesive approach to customer success.
  • Customer Engagement and Retention
    • Develop and implement strategies to increase customer satisfaction, loyalty, and retention.
    • Act as the primary escalation point for high-level customer issues and work to resolve them efficiently.
    • Monitor customer health metrics and proactively address potential churn risks.
  • Strategic Planning and Execution
    • Define and execute the customer success strategy, aligning it with the company's overall business objectives.
    • Establish clear metrics and KPIs to measure the success of the customer success initiatives.
    • Continuously improve processes and tools to enhance team efficiency and customer experience.
  • Onboarding
    • Develop and manage a comprehensive onboarding program to ensure new customers are effectively integrated and understand how to use our crypto payment solutions.
    • Collaborate with Sales and Product teams to ensure a smooth handoff of new customers from sales to onboarding.
    • Create onboarding materials, including guides, tutorials, and training sessions, to facilitate customer understanding and usage of our products.
    • Track and analyze onboarding success metrics to identify areas for improvement and ensure customers are set up for long-term success.
  • Customer Advocacy and Feedback
    • Serve as the voice of the customer within the company, advocating for their needs and feedback in product development and company strategy.
    • Develop and maintain strong relationships with key customers, understanding their business needs and helping them achieve their goals.
  • Data Analysis and Reporting
    • Analyze customer data to identify trends, insights, and areas for improvement.
    • Prepare and present regular reports on customer success metrics and initiatives to the CRO.
Requirements
  • Bachelor's degree in Business, Finance, or a related field.
  • Minimum of 7-10 years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.
  • Deep understanding of cryptocurrency, blockchain technology, and the fintech industry.
  • Proven track record of driving customer success, satisfaction, and retention in a B2B environment.
  • Strong leadership, communication, and interpersonal skills.
  • Analytical mindset with the ability to leverage data to drive decisions.
  • Experience with CRM and customer success platforms.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Experience in developing and implementing customer onboarding programs.

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