Head of Client Success
Company:Deck Software
Location:SF / NY
Languages:English
Seniority level:Lead, 8+ years
Experience:8+ years
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipStrategyBusiness OperationsMentoringStakeholder managementCustomer SuccessSaaSCoachingRelationship buildingAccount ManagementClient relationship managementRelationship management
Requirements:
8+ years in Account Management, Customer Success, or related functions, including leadership roles. Experience building teams and processes from the ground up. Strong operational rigor and ability to scale systems. Client-first mindset with executive presence.
Responsibilities:
Unify the account management function across all clients. Design engagement and support strategies from deal signing to ongoing value delivery. Define and optimize client tiering for scaled impact. Build and lead a team to support all client tiers. Establish processes to identify upsell and cross-sell opportunities. Surface client insights and influence product roadmap. Ensure seamless onboarding, adoption, and ongoing support. Drive client retention and satisfaction. Source a predictable upsell pipeline from the AM function. Implement scalable playbooks, systems, and reporting.
