Head of Customer Success

Posted about 2 months agoViewed

160000 - 210000 USD per year

United StatesCanadaFranceUnited KingdomSpainAustriaSwitzerlandFull-TimeSoftware Development

Company:LocalStack

Location:United States, Canada, France, United Kingdom, Spain, Austria, Switzerland

Languages:English

Seniority level:Lead, 7 - 12 years

Experience:7 - 12 years

Skills:

AWSLeadershipProject ManagementBusiness AnalysisCloud ComputingData AnalysisProduct ManagementCross-functional Team LeadershipStrategyAgile methodologiesDevOpsCommunication SkillsMentoringNegotiationStakeholder managementCustomer SuccessSaaSRelationship buildingAccount Management

Requirements:

7 - 12 years of professional experience 3-5 years in CS, or related roles in B2B SaaS Proven track record of managing enterprise customers ($250K+) Excellent knowledge of b2b SaaS environment Strong product mindset Proven strong, data-driven approach to customer success Expertise in key metrics such as churn, retention, and Net Promoter Score (NPS) Experience supporting engineering personas (DevOps, SREs, backend engineers etc) (Preferred)

Responsibilities:

Drive customer retention, satisfaction, and growth Implement best-in-class CS processes, tools and strategies Own renewal outcomes and set core metrics Lead customer education through enablement sessions, documentation and workshops Own executive business reviews (QBRs) with VP+ stakeholders Develop and prioritize initiatives to accomplish metrics Work with Product & Engineering teams to deliver customer insights and feedback