Head of Customer Success and Growth

2 weeks ago

Cleveland, Ohio, United States Fello Full time
About Fello

Fello is a hyper-growth company that empowers real estate agents and teams with innovative tools to thrive in today's industry. Our mission is to create an unparalleled engagement strategy using powerful AI.

About the Role

We are seeking a dynamic leader to build and lead an industry-best Customer Success team. As the Head of Customer Success and Growth, you will be responsible for cultivating excellence, enhancing retention, and building a team for scale.

Key Responsibilities
  • Cultivate Excellence: Build and lead a high-performing Customer Success team, ensuring the achievement of individual and collective KPIs.
  • Enhance Retention: Develop strategic processes to drive higher renewal and expansion rates.
  • Build Team for Scale: Analyze current data and processes to constantly improve our CS team and create the framework for success at scale.
  • Strategic Management: Ensure managers are properly assigning accounts, driving success, and providing an unrivaled client experience.
  • Collaborative Strategy: Work in tandem with Marketing, Sales, Support, and Product teams to guarantee a frictionless customer onboarding experience and product adoption.
  • Lifecycle Leadership: Drive customer journey enhancements for diverse market segments, increasing adoption, retention, and upsell prospects.
  • Customer-Centric Culture: Embed a culture obsessed with customer feedback to refine products and deepen loyalty.
  • Enablement and Empowerment: Identify and fulfill training needs to maintain a high standard of customer service.
  • Resolution Leadership: Serve as the go-to for critical client concerns and churn prevention.
Requirements
  • At least 5 years in leadership roles within the B2B SaaS sector, notably during high-growth phases.
  • A minimum of 7 years shaping customer success functions, with a strategic and hands-on approach to scaling such teams in a SaaS context.
  • Experience in managing customer success teams in a SaaS environment.
  • Experience identifying trends across the customer base and translating them into optimized processes.
  • Demonstrated ability in strategy development and operational execution.
  • Adept at building and nurturing relationships with key stakeholders and customers.
  • Strong analytical skills, with the ability to derive strategy from data.
  • An unwavering commitment to customer satisfaction and team success.
What We Offer
  • Competitive salary with performance-based incentives
  • Comprehensive health, dental, and vision insurance
  • Generous vacation policy and paid holidays
  • Flexible work schedule and remote work options
  • Professional development opportunities and ongoing training
  • Collaborative, supportive, and fun work environment

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