Head of Customer Success
Company:
Location:United States, United Kingdom, Hungary
Languages:English
Seniority level:Lead, Demonstrated proficiency
Experience:Demonstrated proficiency
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementStrategyMentoringCustomer SuccessProcess improvement
Requirements:
Demonstrated proficiency in leading a Customer Success team. Strong track record of increasing NRR. Knowledge and experience in defining strategy and scaling execution. Experience in process and program management. Ability to maintain strong, open communication and collaborate effectively. Skilled in managing customer feedback programs. Completely fluent in English with excellent written and verbal communication skills.
Responsibilities:
Coordinate and drive cross-functional customer success focal areas. Run Net Retention Revenue (NRR) review meetings. Architect and oversee a live onboarding program. Manage customer feedback programs. Design and implement programs to increase feature adoption. Design and implement workflows for ticket/chat escalation. Design and implement internal alerting programs for upsell and churn indicators. Manage day-to-day operations of the Customer Success team.
