Head of Customer Success

Responsibilities:

• Develop a comprehensive customer success strategy and service model that includes proactive outreach and formal business reviews for strategic partners and scalable, efficient service for core partners
• Turn strategies into tactics and deliverables that drive the metrics
• Define and own the partner journey in partnership with the Product
• Gather feedback from partners and help incorporate that into the product roadmap
• Act as the voice of the partner throughout the organization, working with Product, Partnership, and Marketing to ensure that partner desires and frustrations are well understood, prioritized, and addressed
• Identify opportunities for continuous growth for partners, post-product integration
• Implement industry best practices and processes to ensure scalable, repeatable results
• Drive true value for partners and their end users
• Help foster a company-wide culture of Customer Success

Requirements:

• 7 to 10 years of overall management experience in the tech space. The candidate must also have at least 5 years of experience in a Customer Success Manager or related role
• Exposure to SaaS or crypto infrastructure business, as well as deep knowledge and experience in implementing Customer Success best practices
• Strong interpersonal skills and the ability to lead and inspire the team to drive results
• Ability to create strategies, implement them, track performance, and achieve set objectives
• Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each member
• Proven record of driving customer satisfaction and enhancing customer experience
• Fluent English & Spanish verbal & written skills