Head of Customer Success
3 days ago
At Equis Inc, we are seeking a highly skilled and experienced Head of Customer Success to join our team. As a key member of our organization, you will play a critical role in ensuring the success and satisfaction of our customers.
Key Responsibilities:- Develop and execute a comprehensive customer engagement strategy to drive customer success and retention.
- Act as a trusted advisor to key accounts, cultivating strong relationships with executive stakeholders.
- Lead and nurture a team of Customer Success Managers, providing mentorship, guidance, and coaching to help them excel in their roles.
- Contribute to the shaping of product development, features, and enhancements based on valuable customer feedback.
- Strategically drive customer retention and expansion initiatives, identifying opportunities for upselling and cross-selling.
- Create and implement customer health scorecards, actively addressing any issues or concerns to guarantee customer satisfaction and long-term loyalty.
- Leverage data analysis to uncover trends, decipher customer behavior, and pinpoint areas in the customer journey where improvements can be made.
- Lead the charge in establishing and expanding our customer knowledge base, developing and maintaining comprehensive documentation, tutorials, and resources that empower customers to make the most of our software.
- Proven track record of leading a Customer Success team in a B2B SaaS environment.
- Strong understanding of SaaS metrics, including ARR, churn, NPS, NRR, and Expansion numbers.
- Exceptional communication and relationship-building skills.
- Experience using Hubspot as single source of truth for customer interaction.
- Analytical mindset with the ability to use data to drive decisions.
- Demonstrated ability to work collaboratively across teams.
- Passion for technology and a desire to stay up-to-date with industry trends.
We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law.
Covid Policy:EQ is committed to providing and maintaining a workplace that is free from known health hazards. Employees hired into client-facing roles or those requiring business travel, may be required to be vaccinated against COVID depending on client requirements and travel restrictions.
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