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
