Head - Customer Success - IT

Head - Customer Success

Key Responsibilities :

Growth :

- Develop playbooks for expansion of clients & Ngos

- Own and deliver targets for client expansion & Growing the NGO base

- Develop content and campaigns for effective client expansion Client Relationship Management

- Handle the overall responsibility for managing all client relationships

- Develop success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations

- Be the escalation point for all customers

- Drive relationships with key strategic clients

- Serve as an ambassador for our client experience, representing the organization at the highest levels to prospective partners and clients.

Team Leadership :

- Lead, manage and coach a passionate team of Customer Success Managers, developing individual skills, removing roadblocks, prioritizing tasks, negotiation, account management, consulting skills

- Internal stakeholder management - Promote a client-centric mentality across the whole of the organization, work with cross-functional teams to ensure that Success initiatives are visible and aligned with company goals, communicate product feedback and client sentiment to product and development team

Processes and Product Inputs :

- Define and optimize the Client Journey, aligned with key client maturity milestones

- Measure effectiveness of client success with operational metrics for the team, including churn, revenue, and client satisfaction objectives

- Design and implement best practice processes to cost-effectively support accounts of all sizes and touch points

What are we looking for?

- A powerful client advocate you feel a sense of responsibility and urgency when a client calls for help and communicate that urgency and need for high performance to the team.

- You thrive in ambiguous situations and operate effectively, even when things are not certain, or the way forward is not clear

- A minimum of 6-8 years of SaaS account management or customer success experience, or equivalent industry experience, and proven success in growing existing accounts and relationships.

- A graduate degree with a specialization in CSR/Sustainability or equivalent work experience in a SaaS environment is preferred.

- Passion for, and experience in, developing and managing high functioning teams; having lead teams of 7-10 individuals is preferred.

- Excellent oral and written communication skills.

- Problem solving and strategic thinking with a love of helping people; Outstanding project management skills, ability to work cross functionally and outside the organization, and have a track record of achieving the results expected.

- Ability to think like you are the client: you believe that your clients success is your success.

- You have a talent for solving sticky situations, creating consensus, and turning clients into raving fans.

- A bias toward action / you love to dive in and get stuff done.

- Ability to successfully manage multiple priorities while maintaining a strong sense of urgency to ensure every client has a great experience with us.

- Are a passionate coach for your high performing team and Empowers the team and leads with empathy and integrity

What we have to offer :

- Work with a performance-oriented team driven by ownership, open to experiments and passionate about creating impact.

- Young and Vibrant team that is passionate about doing Good