We are looking for an experienced Head of Customer Success to lead customer success and account management for a SaaS platform, with a strong focus on enterprise and strategic customer relationships, retention, growth, and overall customer experience.
Key Responsibilities:
- Lead the overall Customer Success strategy aligned with business and revenue objectives.
- Own relationships with strategic and enterprise customers, ensuring high satisfaction, retention, adoption, and long-term value.
- Build and strengthen relationships with global and key accounts, acting as a senior point of contact for critical customer requirements and escalations.
- Develop customer engagement and success plans to drive product adoption, customer retention, renewals, and expansion opportunities.
- Partner with Sales, Product, Support, and Operations teams to ensure seamless customer experience and resolution of customer issues.
- Establish and track key Customer Success metrics including retention, churn, adoption, renewals, customer satisfaction, and account growth.
- Lead, mentor, and develop the Customer Success / Account Management team, ensuring strong account ownership and service delivery.
- Identify opportunities to improve customer experience, processes, and overall account value.
- Manage senior stakeholder relationships and drive executive-level customer engagements.
Required Candidate Profile:
- 13-23 years of overall experience, with 14+ years in Customer Success, Account Management, Client Services, or Customer Experience.
- Minimum 5 years of leadership experience managing enterprise customer relationships.
- Proven experience handling strategic or global accounts.
- Strong experience in a SaaS / technology environment, preferably managing enterprise customers.
- Demonstrated ability to drive customer retention, adoption, renewals, and account growth.
- Excellent leadership, communication, stakeholder management, and problem-solving skills.
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