Job: Head of Customer Success

Description

Our client is seeking an experienced and dynamic Head of Customer Success to lead and build their Customer Success (CS) team from the ground up. This is a unique opportunity for a hands-on leader who not only has the vision to develop a world-class CS function but also the ability to roll up their sleeves and execute. Reporting directly to the COO, you will be responsible for driving customer satisfaction, retention, and growth while also establishing the processes, tools, and team needed to scale our client’s CS operations as they continue to grow.

Responsibilities

• Build and Lead the CS Team: Develop and execute a hiring plan to build a Customer Success team that is capable of delivering exceptional service and support. Provide leadership, mentorship, and development opportunities to your team members.
• Define and Implement CS Strategy: Design and execute a comprehensive Customer Success strategy that aligns with our client’s overall business objectives, including customer onboarding, training, adoption, retention, and expansion.
• Hands-On Execution: Actively engage with key customers to understand their needs, drive product adoption, and ensure they realize the full value of our client’s solutions. Lead by example, taking on direct account management responsibilities as needed.
• Develop Processes and Tools: Establish scalable processes, workflows, and tools for customer onboarding, account management, support, and reporting. Continuously improve these processes to increase efficiency and customer satisfaction.
• Customer Advocacy: Serve as the voice of the customer within our client’s organization, working closely with Product, Sales, and Engineering teams to ensure that customer feedback is incorporated into product development and that their solutions meet customer needs.
• Drive Retention and Growth: Develop and implement strategies to increase customer retention, reduce churn, and drive upsell opportunities. Track key metrics and KPIs and report on the performance of the CS function to the executive team.
• Cross-Functional Collaboration: Collaborate closely with the Sales, Product, and Marketing teams to ensure a seamless customer journey from onboarding through renewal. Help to align customer success strategies with broader company goals.
• Continuous Improvement: Stay up-to-date with industry best practices and emerging trends in customer success. Apply this knowledge to refine our client’s CS approach and ensure that they remain a leader in customer satisfaction.
• Report to the COO: Provide regular updates to the COO on customer success metrics, key challenges, and opportunities for growth. Work together to align customer success initiatives with the company’s strategic goals.

Requirements

• 7+ years of experience in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role.
• Proven track record of building and leading high-performing Customer Success teams in a fast-paced, high-growth environment, preferably in a SaaS company.
• Strong understanding of SaaS business models and key metrics related to customer success, including churn, net retention, and customer lifetime value.
• Ability to develop and execute a strategic vision while also being willing and able to manage day-to-day customer interactions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Experience with Customer Success tools and platforms (e.g., Zendesk, Gainsight, ChurnZero, HubSpot) and a strong understanding of how to leverage these tools to drive success.
• Analytical mindset with the ability to translate data into actionable insights and strategies.
• Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degrees are a plus.
• Bilingual in Spanish and English, with strong communication skills in both languages, is a plus.