Head of/Director of Customer Success

2 months ago

San Francisco, United States KatRisk LLC Full time
Katrisk is a leading provider of catastrophe risk modeling solutions, dedicated to helping businesses and organizations understand, manage, and mitigate the risks associated with natural disasters. Our innovative technology and expertise enable clients to make informed decisions, optimize their risk management strategies, and safeguard their assets and operations against potential catastrophes. As a rapidly growing and profitable company with strong product-market alignment, we are seeking a talented individual to join our team as a Head/Director of Customer Success.

As the Head/Director of Customer Success, you will be the voice of the customer, responsible for driving customer satisfaction, retention, and growth. You will work closely with customers to ensure they fully understand and utilize KatRisk's products and services, acting as their strategic thought partner. Additionally, you will collaborate with KatRisk's Leadership, Sales, Product, Engineering, and Marketing teams to enhance the customer experience and drive continuous improvement.

Responsibilities:

  • Oversee a portfolio of accounts with the goal of yearly retention and revenue expansion.
  • Onboard newly signed customers, leveraging a strong understanding of KatRisk's products and customer methodologies.
  • Establish regular communication with accounts to understand their business goals and strategic imperatives.
  • Ensure customers are achieving their objectives and effectively utilizing KatRisk's products.
  • Build and maintain long-term relationships with primary customer stakeholders.
  • Communicate the product roadmap to customers, highlighting impactful features and functionalities to drive adoption and retention.
  • Identify and manage customer escalations, driving resolution internally and externally.
  • Collaborate with Sales and Leadership to mitigate churn risk and ensure ongoing customer success.
  • Prepare and execute customer success plans.
  • Partner with Sales on new prospects and cross-sell opportunities.
  • Work with Marketing to build customer references and user stories.
  • Track and report key customer success metrics, including customer churn and renewals.

Skills and Qualifications:

  • 10+ years of experience managing customer accounts and relationships.
  • Proven track record in customer success, technical sales, or account management.
  • Experience building the Customer Success function from 0 to 1.
  • Background in modeling/data and insurance is highly preferred.
  • Start Up and Insurtech experience preferred.
  • Strong technical acumen with the ability to learn and apply new skills in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Refined presentation skills and executive presence.
  • Highly organized, professional, and mature.
  • Effective problem-solver with the ability to operate with limited information.
  • Project management skills to manage customer issues and escalations.

Location: Remote. #J-18808-Ljbffr

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