Head of Customer Success
Key Responsibilities:
- Lead and manage the customer
success team, setting clear goals and expectations and providing coaching
and development opportunities to team members.
- Develop and implement customer
experience strategies and processes to improve customer satisfaction,
retention, and growth.
- Establish, measure, and track key
customer metrics and reporting processes to evaluate the impact of
customer success initiatives on business performance.
- Design and implement customer
feedback programs and leverage customer insights to inform business
decisions and areas of improvement.
- Develop and implement customer
onboarding and adoption programs to drive product usage and customer
satisfaction.
- Work closely with cross
functional teams to ensure that customer feedback is incorporated into
product and service offerings.
- Stay up to date with industry
trends and best practices in customer success and implement new ideas and
approaches to improve customer satisfaction and retention.
Key Competencies:
- Leadership
- Strategic thinking
- Customer focus/Customer centric
mindset
- Strong communication and
interpersonal skills
- Analytical and problem-solving
Minimum Qualifications:
- Bachelor’s degree in business
administration or a related field
- At least 8 years of experience in
customer success, account management with 5 years of experience managing
and leading teams, preferably in a customer-facing role.
- Demonstrable success in
developing and implementing customer success strategies and processes.
- Knowledge of customer success
tools and technologies, such as CRM systems, customer feedback platforms,
and customer success analytics tools.
- Knowledge of customer success
best practices and trends
How to Apply
