Head of Customer Success

(US – remote)

Job Description

We are looking for a leader to build our Customer Success team, lead the recruitment of a global team, and setup foundational processes to support customer growth.

Our Ideal Head of Customer Success candidate:

  • Built teams from the ground up and is comfortable being ‘player coach’
  • Has experience in setting up CS tools and processes
  • Understands and has experience in the startup environment mentality or moving fast and executing faster
  • Self-driven and works well with other sales, engineering, & R&D
  • Experienced in working with cyber security or SaaS companies
  • Enjoys making customers raving fans of their product & company

 

Responsibilities:

  • Build the Customer Success organizations vision and strategy – focusing on driving growth through gross and net retention.
  • Drive customer outcomes, product adoption, and customer experience
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation
  • Foster a culture of continuous improvement across product and services
  • Work closely with the Sales Management and Account Executives to align strategies, renewal forecasting, coverage plans, and account opportunities for growth
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and references
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

 

Job Requirements:

  • Demonstrated progressive management experience leading teams in cyber security or a SaaS company (4+ years)
  • Demonstrated progressive experience leading customer success managers, account management, or sales teams.
  • Professional services experience is a plus.
  • Proven experience driving expansion sales, software adoption and leveraging customer success best practices
  • Proven ability to develop strategies, and track successful delivery
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development, problem-solving, communication, delegation, and planning
  • Able to be flexible and agile in responding to evolving business priorities
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Ability to drive organizational efficiencies that help promote customer satisfaction

We are an equal opportunity employer committed to creating a friendly, respectful, and inclusive environment. Our goal is to create an atmosphere that is a pleasure to work in and where there is an unbiased acceptance of others.

We are looking for a leader to build our Customer Success team, lead the recruitment of a global team

You're Applying For

Head of Customer Success

(US – remote) • Customer Success

Know anyone who might be interested?

Refer a friend