Job Description
Job Title: Head of Customer SuccessSan Diego, CA (Hybrid 3 days in-office)
We are seeking a dynamic and results-oriented Head of Customer Success- The Americas region to lead our Support, Account Management, and Implementation teams. This pivotal role is responsible for ensuring an exceptional client experience, from smooth onboarding to fostering long-term relationships that drive retention and growth. Youll work closely with the COO to align customer success initiatives with overall business objectives. This is a hybrid position, requiring three days per week in our San Diego office.
Key Responsibilities:
- Lead teams in delivering excellent customer service and satisfaction.
- Oversee efficient customer onboarding for success with our products.
- Build strong client relationships, focusing on retention, growth, and upselling.
- Ensure prompt resolution of customer issues with the Support team.
- Develop strategies with the COO, and report on performance and client satisfaction.
- Work with Sales, Product, and Marketing to drive improvements based on customer feedback.
- Continuously optimize customer success processes for better client experience.
- Bachelors degree in business administration or related field
- 7+ years of senior leadership experience in customer success, experience, or support role, or a related field.
- Strong client-facing and communication skills, with a proven ability to lead the sales process from start to finish.
- Demonstrated people management experience, including leadership, coaching, and mentoring.
- Deep knowledge of SaaS products and services.
- Proven ability to develop innovative strategies to improve productivity and customer outcomes.
- Annual Salary: $145k $155k
- 10% performance-based incentive
- 401K plan
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