Head of Customer Success
3 weeks ago
Company Overview: AccuLynx is a fast-growing SaaS provider of CRM/project management software for roofing contractors. With more than 15 years in the business and impressive year-over-year revenue growth, we have quickly established ourselves as the leading software product in this multi-billion dollar industry.
Position Overview:
We are seeking a highly motivated and experienced Head of Customer Success to lead our customer success team. The ideal candidate will be passionate about customer satisfaction, possess excellent leadership skills, and have a proven track record of driving customer success initiatives. The Head of Customer Success will play a pivotal role in ensuring our customers derive maximum value from our products/services and remain loyal customers of AccuLynx.
Responsibilities:
- Lead and manage the customer success team, providing guidance, mentorship, and support to ensure team members excel in their roles.
- Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and expansion.
- Establish and maintain strong relationships with key customers, serving as their primary point of contact and advocate within the company.
- Collaborate cross-functionally with sales, marketing, product development, and other teams to align customer success efforts with overall business objectives.
- Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and leverage insights to enhance the customer experience.
- Develop and maintain a deep understanding of our products/services, industry trends, and competitive landscape to effectively address customer needs and challenges.
- Monitor and track key performance metrics related to customer success, such as customer satisfaction scores, retention rates, and upsell/cross-sell opportunities.
Qualifications:
- Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
- Proven experience, 7 years in a customer success or account management role, with at least 3 years of experience in a leadership or management capacity.
- Demonstrated success in driving customer satisfaction, retention, and revenue growth.
- Strong interpersonal and communication skills, with the ability to effectively engage and build rapport with customers at all levels of an organization.
- Strategic thinker with the ability to develop and execute customer success initiatives that align with business objectives.
- Analytical mindset with the ability to interpret data and derive actionable insights to improve the customer experience.
- Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals.
- Experience working in a SaaS/SMB market is a plus.
- Be familiar with and use the tools necessary for the operation of the teams, including, but not limited to: Salesforce, Word, Excel, Google G Suite and standard software used in the creation of documentation, presentations, and analyses.
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