Head of Customer Success

The Head of Customer Success will be responsible for leading and optimizing the teams that manage customer success, content listing, activations, and onboarding. This role requires a strategic thinker with a deep understanding of customer journeys, from initial onboarding to ongoing engagement, and a passion for driving customer satisfaction and retention.

Key Responsibilities:

Leadership & Strategy:

• Develop and execute a comprehensive customer success strategy aligned with company goals.
• Lead, mentor, and grow a team of Customer Success Managers and related roles.
• Set and monitor team performance metrics and KPIs.

Customer Engagement:

• Build and maintain strong relationships with key clients and stakeholders.
• Oversee the onboarding process to ensure a smooth and positive experience for new customers.
• Develop and implement programs to drive customer engagement and adoption.

Customer Retention & Growth:

• Identify opportunities for upselling and cross-selling to enhance customer value.
• Analyze customer data and feedback to drive improvements and address potential issues proactively.
• Develop and manage customer retention strategies to reduce churn.

Cross-Functional Collaboration:

• Collaborate with Sales, Product, and Marketing teams to align customer success efforts with company objectives.
• Provide feedback to the product team on customer needs and product enhancements.

Reporting & Analysis:

• Track and report on customer success metrics and provide insights to the executive team.
• Use data-driven approaches to drive decision-making and strategic planning.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• Proven track record of managing and scaling a customer success team.
• Strong understanding of customer success metrics, strategies, and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Proficiency in customer success software and CRM tools.