1 month ago
Job Summary
We are seeking an experienced Head of Customer Success to help us grow and scale our Customer Success function. As Head of customer success you'll be responsible for the strategy and tactics to create a seamless and rich Partner Journey, driving NPS, partner retention, and up-sell/cross-sell commercial activities. This role will be reporting directly to the VP Growth and will lead a team of Customer Success Managers and Agents, with the ability to expand the team as the organization grows.
- Minimum Qualification:Degree
- Experience Level:Management level
- Experience Length:7 years
Job Description/Requirements
What You’ll Be Doing
- 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 Product
- Gather feedback from partners and help incorporate that into 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 company-wide culture of Customer Success
What You Bring to the Table
- 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
Important Safety Tips
- Do not make any payment without confirming with the Jobberman Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
