Head of Customer Success

The Head of Customer Experience will be responsible for driving customer satisfaction, retention, and growth for our SaaS subscription service. They will use user-interaction data to define the most effective customer success playbook, manage a team of agents and account managers, and oversee the implementation of tools to improve the quality, efficiency, and effectiveness of the customer success team. The primary objectives of this role will be to leverage the team to improve customer onboarding, increase customer satisfaction to drive upsells, increase customer retention on our subscription products, and maximize customer lifetime value.

Key Responsibilities:

• Develop and implement customer success strategies for our SaaS product with a focus on improving onboarding, customer retention, upsells, and customer lifetime value

• Leverage user-interaction data to optimize customer outreach and engagement

• Manage a team of onboarding agents, customer success agents and account managers in making sure that each is accountable for customer satisfaction and customer retention

• Run onboarding, customer success and account management within the budgetary constraints of our low-cost product (we have to run lean to keep our prices low)

• Incorporate tools and technologies to improve team performance and achieve objectives

• Recruit, train, and manage a remote team of agents and account managers dedicated to customer satisfaction, retention, and growth

Requirements

• Proven experience in a leadership role within customer success, preferably for a SaaS product

• Demonstrated ability to manage and retain customers on a subscription service, with a focus on driving upsells, reducing churn and increasing customer lifetime value

• Expertise in using user-interaction data to inform customer success strategies

• Strong track record of managing efficient teams

• Experience overseeing account managers with direct responsibility for specific clients

• Commercially minded and skilled at incorporating tools to enhance team performance

• Adept at recruiting and shaping a remote team of customer success agents

• Experienced at working closely with marketing, product, and customer support teams to deliver an outstanding homogenous experience

Preferred Qualifications:

• Sales, account management, and customer success

• Previous experience in a marketing agency-type setting or a SaaS product geared towards small businesses

Join our team as the Head of Customer Experience and play a pivotal role in driving customer satisfaction, retention, and growth for our innovative SaaS product. Apply now to lead and shape a team dedicated to empowering micro businesses and maximizing customer lifetime value.