Head of Customer Success

5 months ago

Boston, United States Pison Technology Full time

We are seeking a highly experienced and strategic Head of Customer Success to lead our efforts in ensuring customer satisfaction and loyalty. The ideal candidate will be responsible for developing and executing strategies that drive customer success, enhance user experiences, and ensure long-term customer retention.

Duties/Responsibilities:

    • Develop and implement comprehensive customer success strategies to drive customer satisfaction, retention, and growth.
    • Lead and mentor a team of customer success managers and specialists, fostering a customer-centric culture.
    • Establish and track key performance metrics to measure the effectiveness of customer success initiatives.
    • Work closely with cross-functional teams, including sales, product, and marketing, to ensure a seamless customer experience.
    • Develop and maintain strong relationships with key customers, acting as their advocate within the company.
    • Identify opportunities for improvement in customer engagement and develop strategies to address them.
    • Conduct regular customer feedback sessions and surveys to gather insights and inform continuous improvement efforts.
    • Develop and deliver training and onboarding programs to ensure customers are fully utilizing Pison's products and services.
    • Create and maintain customer success documentation, including best practices, case studies, and FAQs.
    • Stay informed about industry trends, emerging technologies, and best practices in customer success.
    • Develop and refine metrics on customer health and report on customer health to senior management.
Required Skills/Abilities:
    • Strong understanding of customer success strategies, processes, and best practices.
    • Exceptional leadership and team management skills.
    • Excellent communication, presentation, and interpersonal skills.
    • Strong analytical and strategic thinking abilities.
    • Ability to work effectively with cross-functional teams and manage stakeholder expectations.
    • Experience with health and wellness products, neural interface technologies, AI, data sets, and IoT applications is a plus.
    • Proficiency in customer success tools and methodologies.
Education and Experience:
    • Bachelor's degree in Business Administration, Marketing, or a related field; MBA or advanced degree preferred.
    • Proven experience as a Director of Customer Success or similar role, with a focus on driving customer satisfaction and retention.
    • Demonstrated success in managing relationships with large customers and leading customer success initiatives.
    • Experience in a high-growth technology company or startup environment is highly desirable.

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