SAAS- Customer Success Head

Responsibilities

Customer Success Strategy and Leadership

• Develop and execute strategies to enhance customer satisfaction, retention, and value delivery.
• Lead the creation and refinement of scalable processes to streamline customer success operations and ensure consistent delivery of exceptional customer experiences.
• Serve as a trusted advisor to key customer stakeholders and executive sponsors.
• Mentor and guide the customer success team, fostering high performance, professional growth, and accountability.
• Represent the voice of the customer across internal teams to drive improvements in products, processes, and services.

Customer Relationship Management

• Build and nurture strong relationships with customers to enhance satisfaction, loyalty, and advocacy.
• Understand customers’ business challenges and goals, providing tailored and impactful solutions.
• Proactively monitor customer activity to identify risks, growth opportunities, and areas for improvement.

Customer Retention and Revenue Growth

• Develop strategies to ensure customer and revenue retention through impactful engagement and value delivery.
• Track and analyze customer satisfaction metrics to improve solution effectiveness and engagement strategies.
• Oversee the customer journey, including onboarding, training, and deployment, ensuring seamless and successful transitions.

Process Creation and Operational Excellence

• Design, document, and refine customer success processes to drive efficiency, transparency, and accountability.
• Standardize workflows across the customer lifecycle, including onboarding, account management, and renewals.
• Establish performance metrics, track KPIs, and implement improvements to achieve optimal results.

Collaboration and Problem Resolution

• Partner with Sales, Support, and Product teams to address and resolve customer issues effectively.
• Act as a bridge between customers and internal teams to ensure seamless communication and swift resolution of concerns.
• Drive initiatives to secure account renewals and identify upselling opportunities.

Leadership and Team Building

• Excel in customer-facing roles such as expectation setting, timeline management, and project execution.
• Inspire and lead the customer success team, cultivating a collaborative and results-driven culture.
• Ensure team members have the tools, resources, and guidance needed to succeed in their roles.

Required Skills

1. Customer-Centric Approach: Strong ability to understand and address customer needs, pain points, and business challenges.
2. Process-Oriented: Expertise in creating and optimizing processes to enhance efficiency and effectiveness.
3. Detail-Oriented: Exceptional attention to detail with robust communication and collaboration skills.
4. Data-Driven: Proven ability to use data and analytics to guide decision-making and actions.
5. Technical Aptitude: Experience working with enterprise software tools and familiarity with cloud technology (API, integrations).
6. Leadership: Demonstrated ability to lead teams, mentor individuals, and manage customer accounts effectively.

Desired Skills

1. Customer Success Expertise: Motivated by driving customer success and delivering long-term value.
2. Account Management: Experience managing large, complex accounts in customer-facing roles.
3. Systematic Thinking: Organized and methodical in managing customer information and meeting commitments.
4. Startup Mindset: Comfortable working across domains in a dynamic startup environment.
5. SaaS Experience: 3–5 years of experience in a B2B SaaS environment with a focus on customer success.