Head of Customer Success - Remote

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Requirements:

• 5+ years demonstrated success in an Account Management or Customer Success role in a technical SaaS business.
• 3+ years experience in a leadership role.
• Technical background, or experience supporting technical software solutions.
• Strong analytical skills, aptitude for metrics and data-driven decision-making skills.
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers’ success and adoption of Zyte’s products.
• Proven track record of achieving results while balancing demanding expectations.
• Driven, consultative, curious, entrepreneurial mindset, able to effectively balance competing priorities and make decisions that support Zyte’s growth.

Responsibilities:

• Lead our total customer engagement, retention and development strategy to deliver on our retention, expansion and revenue targets.
• Manage success metrics across the team around product & feature consumption, active users, health score, retention, cross-sell/upsell and lifetime value.
• Lead onboarding and retention by driving programmes of adoption to maximise the value customers get from our products.
• Lead routines to establish customer success goals, proactively monitor achievement of these, ensure collaborative approaches to business reviews with customers with shared agendas and agreed outcomes
• Actively develop new customer opportunities, advance existing opportunities or assist the Sales team in closing active opportunities by demonstrating industry expertise to gain the prospective customer’s confidence as a trusted partner and adviser.
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs.
• Data-driven - use internal systems and operational data sources to optimise health scores and monitoring for KPIs, actions and strategy.
• Measure and report CS metrics to Senior Management to demonstrate the team’s impact on customers and on the business.