Job description
For a well-established and leading software company, we are looking for a senior leader to head the post-sales organization.
This is a key leadership role reporting directly to the CEO, with end-to-end responsibility for Customer Success, Professional Services, Support, and Customer Operations.
Key Responsibilities
Lead and manage Customer Success, Implementation, Professional Services and Support teams
Own the entire post-sales customer lifecycle, from onboarding and implementation through adoption, retention and growth
Drive operational excellence, customer satisfaction and service quality
Establish and monitor KPIs, SLAs and performance metrics
Lead cross-functional initiatives with Product, R&D, Sales and Executive Management
Improve processes, scalability and Customer Experience across the organization
Manage managers and professional teams while maintaining a hands-on leadership approach
Requirements: Job requirements
Proven leadership experience managing large customer-facing organizations, including managers and multidisciplinary teams
Mandatory experience leading Customer Success, Support, Professional Services, Delivery or Implementation teams in a Software, SaaS or ERP environment
Mandatory familiarity with ERP systems and enterprise software solutions
Experience managing complex customer lifecycles, from onboarding and implementation through adoption, retention and growth
Strong operational and business orientation with a track record of building processes, KPIs and service excellence frameworks
Experience driving organizational change and leading cross-functional initiatives
Excellent stakeholder management skills and ability to work effectively with Product, R&D, Sales and Executive Management
Hands-on leadership style with the ability to combine strategic thinking and execution
This position is open to all candidates.