Head of Customer Success

• Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, encourages growth, and reduces churn.
• Lead, mentor, and scale the customer success team to ensure they have the skills, tools, and resources to succeed.
• Establish clear customer success metrics and KPIs to measure performance and identify areas for improvement.
• Work closely with the sales, marketing, and product development teams to ensure a cohesive customer journey and the delivery of consistent value.
• Manage key customer relationships and participate in strategic meetings with our top clients.
• Provide insights to the product team based on customer feedback to help guide product development and enhancements.
• Develop and manage customer success resources, such as onboarding guides, knowledge bases, and training programs.
• Forecast and report on customer success metrics, presenting insights and recommendations to senior leadership.

• Bachelor's degree in Business, Communication, or a related field is a plus.
• Minimum of 5 years of experience in a customer success leadership role, preferably in the SaaS or fintech industries.
• Proven track record of leading customer success teams to achieve and exceed their goals.
• Strong analytical skills with the ability to translate data into actionable insights.
• Exceptional interpersonal and communication skills, with the ability to build relationships with key stakeholders.
• Experience with customer success software including ChurnZero and FreshDesk/FreshChat
• Passionate about technology and its potential to solve real-world problems.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.