Head of Customer Success

Responsibilities:

• Previous experience in taking the Customer Success function from 0 to 1 and 1 to infinity
• Clear track record in delivering clear and successful client expansion strategies
• Establish key performance indicators (KPIs) to measure the performance of the customer success team
• Build an expansion machine that can you can then build a clear forecasting mechanism
• Create and monitor KPIs to ensure goals are met or exceeded
• Collaborate with product, sales, marketing, and engineering teams to ensure alignment on customer needs
• Identify areas of improvement in processes, tools, and technologies related to customer success
• Create a clear ROI and budgeting framework for all Customer Success activities

Requirements:

• Minimum of 8 years experience in Customer Success or Account Management, 5 years in a leadership position
• Strong history of coaching and leading teams toward a culture of success
• Experience managing large B2B accounts
• A data-driven and analytical approach
• A mindset of collaboration, accountability, and results
• You welcome ideas and thrive in a fast-growing company
• You speak the same language as the customer, and your background enables you to position use cases and workflows to different personas