Head of Customer Success
Invisible Technologies
Customer Service & Support
IT & Telecoms
₵
Confidential
1 month ago
Job Summary
The Head of Customer Success is responsible for leading the customer success team and driving customer happiness, loyalty, and retention. This role will be responsible for developing strategies to ensure customers are successful with our products and services. The Head of Customer Success will lead a team of customer success managers, customer service specialists, and technical support staff in providing best-in-class customer service.
- Minimum Qualification:Degree
- Experience Level:Management level
- Experience Length:8 years
Job Description/Requirements
What The Head of Customer Success is expected to do well
- 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 clear ROI and budgeting framework for all Customer Success activities
Capabilities & 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 towards 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, your background enables you to position use cases and workflows to different personas
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