Radixweb - Head - Customer Success

How you should be ?

We are looking for a strategic and customer-centric leader with a proven track record in delivering exceptional customer experiences. The ideal candidate is proactive, data-driven, and thrives in fast-paced SaaS environments. They should be capable of leading cross-functional teams, engaging with executive stakeholders, and continuously optimizing processes to drive customer success and business outcomes.

What you'll Do?

Own the Customer Journey : Define and optimize the customer lifecycle - from onboarding to renewal - to ensure customers achieve desired outcomes and long-term success with our product.

Build & Lead the Team : Hire, train, and manage a high-performing team of Customer Success Managers (CSMs), support specialists, and onboarding experts.

Drive Retention & Expansion : Reduce churn, increase customer satisfaction, and identify upsell/cross-sell opportunities in collaboration with sales and product teams.

Customer Advocacy : Build deep relationships with customers to turn them into loyal advocates and strategic partners.

Measure Success : Define key metrics (e.g., NRR, NPS, CSAT, churn rate) and implement systems to track and report on team performance and customer health.

Cross-Functional Collaboration : Work closely with Product, Sales, and Marketing to align customer feedback with roadmap, campaigns, and go-to-market strategy.

Tech-Driven Success : Leverage customer success tools (e.g., Gainsight, ChurnZero, HubSpot, Intercom) and CRM platforms to scale processes and improve efficiency.

Strategic Planning : Develop scalable playbooks, segmentation strategies, and engagement models for different customer tiers.

What Are We Looking for?

- 10+ years of experience in Customer Success, Account Management, or related roles, with at least 2+ years in a leadership position for a SaaS product.

- Proven track record of improving retention, reducing churn, and growing customer LTV in a B2B SaaS environment.

- Excellent leadership, communication, and relationship-building skills.

- Data-driven mindset with experience using customer analytics and success platforms.

- Strong understanding of SaaS metrics and customer lifecycle management.

- Experience managing customer success team.