Head of Customer Success

3 weeks ago

London, UK, United Kingdom Bitpace Full time

Reporting into the CRO, the Head of Customer Success will lead and manage the customer success team, ensuring our clients achieve their desired outcomes while using our crypto payment solutions. This role involves developing strategies to increase customer satisfaction, retention, and growth. The ideal candidate is a proactive leader with deep knowledge of cryptocurrency and fintech, exceptional communication skills, and a customer-centric approach. Additionally, the role encompasses overseeing the customer onboarding process to ensure a seamless and efficient experience for all new clients.


What you'll be doing:


Leadership & 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 organisation.
  • Collaborate with other departments (Sales, Marketing, Product, Finance, compliance,...) to ensure a cohesive approach to customer success.


Customer Engagement & 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 & 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 analyse onboarding success metrics to identify areas for improvement and ensure customers are set up for long-term success.


Customer Advocacy & 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 & Reporting

  • Analyse customer data to identify trends, insights, and areas for improvement.
  • Prepare and present regular reports on customer success metrics and initiatives to the CRO.


Experience we'd love:


  • 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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