We are looking for our Head of Customer Success : a person who will be able to lead the customer success organization (10 Customer Success Managers as of today) by providing the vision and direction to implement and scale strategies and process to deliver a ‘best in class’ customer experience.

What you’ll do:

• Direct daily operations of the Customer Success team
• Manage and recruit team to handle engagement, retention, up-sell, advocacy, (reporting to the VP Sales)
• Define and optimize customer lifecycle
• Expand our revenue in accounts through up-sell and reducing churn
• Handle regular and escalated service issues with customers and activity operators
• Influence future lifetime value through higher product feature adoption, customer satisfaction and overall health score improvement
• Maintain metrics and provide analysis of team performance with regular reporting
• Provide internal collaborative and cross-functional feedback, and provide actionable insights to our Product, Operations, and Sales team

What you’ll need:

• Successful experience of hiring and managing
• 5+ years of experience in customer success, customer service, user operations, or account management, with 2+ years of experience managing a Success team
• Successful experience in SaaS
• Strong computer skills, and experience using Salesforce, JIRA, and other Customer Success SaaS tools preferred
• Analytical and process-oriented mindset
• Able to set and achieve goals based on metrics
• Enthusiastic and creative leader with the ability to inspire others
• Possess good judgment and is able to resolve real-time operational issues on the fly