Head of Customer Success
July 25
🔄 Hybrid – Manhattan
Description
• Define and execute the overall vision and strategic plan for the customer success function. • Develop and lead a high-performing team focused on driving customer outcomes, from recruiting to coaching and mentoring top talent. • Develop customer success motions integrating processes, content, and data to drive customer outcomes through successful product adoption and engagement. • Establish and maintain a customer-centric culture of accountability within the Customer Success team. • Work closely with the Sales organizations to align on growth plans and account coverage and collaborate with stakeholder organizations (e.g., Marketing, Sales, Product/Engineering, etc) to ensure a coordinated customer experience. • Implement data-driven approaches to measure and improve customer engagement and success metrics.
Requirements
• 10+ years of experience in customer success or account management roles within an enterprise SaaS company, including demonstrated ability to lead managers of teams. • Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams. • Proven track record of delivering exceptional customer and business outcomes. • Deep understanding of customer success best practices and methodologies. • Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning. • Data-driven mindset with the ability to leverage insights to drive decisions and improvements. • Ability to navigate complexity and collaborate across the organization and with external stakeholders. • Track record of being flexible and agile in responding to evolving business priorities and dealing with ambiguity. • Willingness to address escalated client issues with urgency.
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