Head of Customer Success

Main responsibilities:
• Mentor, lead and coach a team of 3-5 individual contributors
• Define and constantly follow-up on team targets and KPIs.
• Increase renewal rates and reduce churn
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Identify and facilitate up-sell and cross-sell opportunities to drive new business growth through greater advocacy and reference-ability.
• Managing Customer Success activities- onboarding, training, renewals, advocacy.
• Work with R&D to design sophisticated solutions
• Work with the Product team to understand product road map and play an active role in defining features and changes in product requirements that influence the future customer usage of the product.
Requirements:
• Data driven and an excellent analytical mind – Must
• 4+ years of direct management experience of Customer success or Account Managers working for B2B SaaS companies.
• Mother-tongue level English with excellent verbal communication skills
• Strong technical skills that allow for an ease when guiding customers through technical processes.
• Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of the company’s solution within a customer environment.
• Highly independent and resourceful
• Ability to collaborate across teams effectively
• Independent and resourceful