Head of Customer Success

Head of Customer Success

About the Company

Innovative tax & accounting solution for the digital economy

Industry

Information Technology and Services

Type

Privately Held

Founded

2018

Employees

51-200

Specialties

• tax
• accounting
• and compliance

About the Role

The Company is seeking a Head of Customer Success to lead and grow the teams that serve as the primary contacts for its enterprise customers. The successful candidate will be responsible for key customer outcomes, including retention, satisfaction, revenue, and adoption. This role involves advocating for customer success, driving deep client relationships, and ensuring successful business outcomes. The Head of Customer Success will also be a hands-on leader, adding operational rigor to the function, and will be expected to collaborate with internal stakeholders to enhance the customer experience.

Professional qualifications for this role include 10-15 years of people management experience in relevant fields, a background in technical sales within a SaaS organization, and a preference for expertise in financial services, crypto, and / or tax and accounting. The ideal candidate will be a hands-on, values-driven leader, highly collaborative, and a proactive communicator. They will be tasked with establishing a strong governance structure for customer accounts, defining goals and metrics for the team, and developing as a technical thought leader to drive the customer experience strategy. The role also requires the ability to manage escalations, build processes for performance measurement, and ensure a seamless customer experience by partnering with other senior leadership team members.

Hiring Manager Title

CEO

Travel Percent

Less than 10%

Functions