We are seeking a highly motivated and experienced Head of Customer Success & Support to join our team. The role will include responsibility for building and maintaining strong relationships with our clients, ensuring their satisfaction and the success of our products. Role Description:
* Build and lead a high-performing Customer Success and Support teams, providing guidance, mentorship, and strategic direction.
* Develop and implement a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy.
* Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.
* Establish strong relationships with customers, understanding their needs, and collaborating with internal teams to address and exceed customer expectations.
* Monitor customer usage and adoption of our products, analyzing data to identify areas for improvement.
* Oversee the onboarding process for new customers, ensuring a smooth transition and driving product adoption to maximize customer value.
* Develop initiatives to retain and grow customer accounts, identifying upsell and cross-sell opportunities to drive revenue.
* Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.
* Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancement.
* Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership on account on progress, opportunities and risks.
* Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders and coordinating across the company as needed.
Requirements: Requirements:
* At least 7 years Customer Success experience, with a minimum of 3 years in leadership or management roles and time spent working in a rapidly scaling SaaS company.
* Experience in customer support (either directly or through team leadership) - an advantage.
* Strong understanding of Customer Success principles and best practices
* Excellent leadership and team-building skills
* data -driven: using data and analytical tools to take inform decisions and drive the best outcomes for customers and the business.
* Detailed oriented with excellent communication, interpersonal, and problem-solving skills.
* Proven track record of successfully managing client relationships and driving customer satisfaction.
* Ability to work independently and collaboratively in a fast-paced, dynamic environment.
* You thrive in a fast-paced environment and are impact driven, always willing to go the extra mile to get things done.
* Knowledge of salesforce products and technologies- an advantage.
* Understanding of the insurance industry standards and best practices- an advantage.
* Experience with SAAS products and Customer Success & Support tools.
This position is open to all candidates.