Head of Customer Success

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Requirements:

• Proven experience in account management, customer success, or a related field, ideally in payments, retail, or a similar sector.
• Strong leadership skills with experience managing customer success teams, with remote team management experience being a plus.
• 5+ years of experience focusing on client retention, satisfaction, and upselling.
• Excellent communication and relationship-building skills.
• Proficient in CRM tools such as Hubspot and performance tracking.
• Fluent in English, with additional European languages as a plus.
• Willingness to travel.

Responsibilities:

• Manage and mentor a team of Client Success Managers, ensuring outstanding service and strong client relationships.
• Develop strategies for client satisfaction, retention, and loyalty while regularly engaging with clients.
• Identify opportunities for upselling and cross-selling Giftify’s products and services.
• Set KPIs for the customer success team, monitor performance, and provide feedback.
• Collaborate with various teams to act as the client's voice within Giftify.
• Provide regular performance and satisfaction reports to senior management.
• Attend client meetings and events across Europe and travel as required.
• Improve processes and automation to enhance customer experience and support scalability.