Head - Customer Success

We are looking for a Head - Customer Success to lead our Customer Success and Implementation team.

This role is a good opportunity for someone looking to grow in a 100+ person rapidly growing global SAAS technology company.

Responsibilities :

• Develop and execute on-scale customer success strategy

• Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals

• Increase product stickiness by demonstrating relevant new content and functionality that enable end-users to improve efficiencies

• Provide operational oversight of the business to deliver on targets and KPIs

• Lead the Customer Success team to ensure that each CSM is successful and driving the team towards key performance metrics

• Manage the client training and client onboarding necessary to improve client time to value.

• Manage the team to conduct periodic customer health checks and review customer health scores with an emphasis on customers' success with Lockstep payables

• Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy

• Advise customers on best practices to drive maximum value and ROI from the platform.

Requirements :

• 7+ years of relevant work experience in customer-facing customer success, account management, or strategic consulting organization.

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

• Strong interpersonal skills and experience building strong relationships.

• Proven track record of highly professional customer service in a fast-paced, dynamic environment.

• Experience in a managerial role in a SaaS company.

• Diplomacy, tact, and poise under pressure when working through customer issues.

• Ability to collect, track, and analyze large amounts of data to make data-driven decisions to inform customer strategy.

• Able to plan and coordinate activities across many different levels with cross-functional teams.

• Proficiency in Zendesk, Salesforce, or a Customer Success tool.