Head of Customer Success

Job Summary

Leading a growing team, the full-time Head of Customer Success will own the strategy and execution of customer success initiatives, ensuring high customer satisfaction and retention in a remote work environment.

Key responsibilities

• Develop and implement strategies for customer lifecycle management across various market segments
• Collaborate with cross-functional teams to enhance customer experience and drive upsell opportunities
• Manage and mentor Customer Success teams, focusing on performance metrics and customer value realization

Required qualifications

• 15+ years of experience in Customer Success management, with a focus on both Enterprise and Scaled functions
• 10+ years of leadership experience in Customer Success or account management roles
• Proficiency in Gainsight and knowledge of SaaS business models
• Strong analytical skills with the ability to present data-driven insights to senior stakeholders
• Experience in business planning and managing transformations within customer success frameworks