Head of Customer Success

3 weeks ago

New York, United States Kase USA Full time

Head of Customer Success

Hybrid (Wed/Thurs in office) - Manhattan, NY - Location must be in NYC area

About the Role:

As the Head of Customer Success, you will play a pivotal role in fostering long-term relationships with our clients, ensuring their satisfaction, and driving expansion opportunities. This leadership position demands a strong grasp of B2B SaaS customer success principles, ideally with specialization in guiding clients utilizing Artificial Intelligence (AI). The ideal candidate will demonstrate a history of surpassing objectives and effectively communicating with top-level executives, particularly Chief Information Security Officers (CISOs), to ensure maximum value delivery and retention.

Key Responsibilities:

  • Leading, expanding, and training the customer success team by setting in place and improving current strategy while prioritize KPIs
  • Driving customer LTV according to business goals and enabling customers to adopt new products, features, and enhance their overall experience
  • Represent the voice of the customer for key stakeholders in order to determine future products and improvements; understand the competitive landscape and audience needs
  • Scaling the customer success team in order to meet the needs of b2c, SMBs, and enterprise customers accordingly including support ticketing, technical needs
  • Work alongside finance to ensure contracts renew or chun process
  • Strategize around upsell and expansion opportunities from current customers
  • Collaborate closely with product, sales, marketing teams to ensure product information is being communicated with customers
  • Build and maintain strong relationships with various POCs for customers in order to drive future opportunities
  • Oversee third party platforms in order to track, maintain, and understand current customer standing
  • Routine record keeping in CRM including deal tracking
  • Manage tier 1 customer relationships throughout the company lifecycle including onboarding, QBRs, upselling, and troubleshooting
  • Enable team members to renew and expand accounts and problem solve tricky customer issues
  • Measuring and reporting on the overall performance of team and customer growth and changes
  • In person meetings and travel to meet key partners and customers off site and and at industry conferences

Qualifications:

  • 7-10 years experience working in customer success/sales at a SaaS company
  • Strong communication, presentation, problem solving, collaboration skills
  • Deep understanding of software with knowledge of subscription renewal processes
  • Ability to move relationships forward including C-level conversations
  • Solution oriented and able to work in a growing team environment
  • Experience managing customer success teams

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