Head of Customer Success
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Job Summary
Leading a team of Customer Success Managers, the full-time Head of Customer Success will oversee customer implementations, drive metrics such as NPS and CSAT, and build processes to ensure customer satisfaction in a remote environment.
Key responsibilities
- Lead, mentor, and coach a team of 6 CSMs, providing actionable feedback to enhance performance
- Develop and document consistent processes for onboarding, health monitoring, and renewals
- Own team OKRs and continuously track and improve metrics related to customer success
Required qualifications
- 7+ years in Customer Success or Implementations, with B2B SaaS experience required
- 3+ years of experience leading and scaling a team of CSMs
- Proven track record of improving NPS, CSAT, and retention metrics
- Hands-on experience with CS and CRM platforms (e.g., Vitally, Gainsight, HubSpot)
- Bachelor's degree at minimum
Complete Job Description
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