Head of Customer Success - Hybrid
Established over 30 years ago, our client is a NASDAQ-100 listed technology powerhouse specialising in innovative solutions for public and private safety. Turning over north of $2 billion, they work across multiple verticals (including travel, retail, healthcare and critical infrastructure), with clients including global giants such as Amazon and Walgreens.
They are looking for a Head Customer Success to lead a team of circa seven Customer Success Managers who, in turn, are managing relationships with some of the organisations largest, most strategic accounts.
Our client as grown by over 25% YOY for the past three years and is looking for a dynamic CS leader who can continue to drive success across the CS team; there will be a strong focus on coaching & development as well as motivating and driving success from within.
This is a hybrid opportunity comprising of home-based working and occasional travel to meet with clients in-person.
Responsibilities
- Lead a team of circa seven Customer Success Managers covering elements of training, support with strategic planning, driving KPI uptake, and boosting overall team success & morale
- Build & develop CS function as organisation continues to progress
- Build & maintain strong relationships with key client accounts, including covering any escalations or potential risks
- Produce & deliver reporting on progress to senior leadership team
- Design & implement key CS processes to enhance adoption & drive customer satisfaction
- Conduct client meetings both virtually and in-person
- Work closely with direct reports on their career development, conducting quarterly and annual reviews
- Drive talent retention initiatives
- Maintain strong internal relationships with Sales, Marketing and Product teams
The Successful Candidate
- 8+ years Customer Success experience within the software space; 3+ years leadership experience within this
- Experience working with enterprise-level software is ideal
- Experience building & developing CS teams, defining structures and setting processes
- Both 1st line and 2nd line management experience would be considered
- Based in the USA; ideally commutable to one of their locations across Arizona, Washington, Colorado, California, or Massachusetts
Head of Customer Success Package
- Basic salary: up to $200,000
- OTE: $270,000
- 401k match
- Paid parental leave
- Mental wellbeing support
- Continued learning & development programmes
- PTO options
