Head - Customer Success - US Market - SaaS

Head - Customer Success - US Market - SaaS

Responsibilities:

- Leadership: Provide strong leadership and strategic direction to the Customer Success team, including managers and individual contributors, fostering a culture of customer-centricity, accountability, and continuous improvement.

- Customer Strategy: Develop and implement a comprehensive customer success strategy, including customer onboarding, adoption, retention, and expansion plans.

- Customer Advocacy: Foster a strong advocate community by identifying and nurturing customer champions who can provide testimonials, case studies, and referrals.

- Customer Engagement: Oversee customer engagement efforts, including regular check-ins, business reviews, and feedback collection, to ensure customers are achieving their desired outcomes.

- Customer Health Monitoring: Develop and implement customer health monitoring systems and metrics to proactively identify and address potential issues and risks.

- Customer Insights: Leverage customer data and feedback to gain insights into customer needs, pain points, and opportunities, and use this information to improve product/service offerings.

- Cross-functional Collaboration: Collaborate closely with Sales, Marketing, Product Development, and other departments to align customer success efforts with overall business objectives.

- Team Development: Recruit, train, and mentor customer success professionals, providing them with the skills and tools needed to excel in their roles.

- Performance Metrics: Define and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives, with a focus on customer satisfaction, retention, and lifetime value.

- Budget Management: Manage the customer success budget, including resource allocation, technology investments, and third-party vendor relationships.

Qualifications:

- Proven experience in a leadership role in Customer Success, with a track record of driving customer satisfaction and revenue growth.

- Strong understanding of customer success methodologies, tools, and best practices.

- Excellent communication, presentation, and interpersonal skills.

- Data-driven decision-making skills, with the ability to analyze customer data and draw actionable insights.

- Experience working with cross-functional teams and collaborating at various levels of the organization.

- Exceptional leadership and team-building skills.

- Results-oriented with a strong focus on customer outcomes