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Head of Customer Success and Growth
2 months ago
The Head of Customer Success and Growth will be responsible for overseeing the Customer Success team, including Customer Success Managers and Implementation Managers. This role will focus on driving customer satisfaction, retention, and growth by developing and implementing strategies that enhance the customer experience and accelerate the utility of Choco.
Key Responsibilities:- Leadership & Management: Lead, mentor, and develop a high-performing team of Customer Success and Implementation Managers, fostering a culture of collaboration and continuous improvement.
- Customer Success Strategy: Develop and implement customer success strategies to increase customer retention, satisfaction, and advocacy, such as developing customer roadmaps, customer success stories, and streamlining QBR delivery.
- Cross Functional Impact: Collaborate with cross-functional teams, particularly product and integrations, to ensure a seamless customer journey and consistent delivery of value to customers. This includes deploying new products and tools into customers, and serving as a conduit for the cross-functional teams to access the installed base.
- Customer Relationship Management: Build strong relationships with top customers, serving as a trusted advisor and point of escalation for any issues. Analyze customer feedback and data to identify opportunities for improvement, inform product roadmap prioritization, and accelerate innovation.
- Performance Metrics & Reporting: Track KPIs across growth, net revenue retention, and NPS to measure the effectiveness of the Customer Success team. Prepare and present regular reports on customer success metrics, progress, and insights.
- Process Improvement: Continuously evaluate and implement customer success processes, tools, and methodologies by identifying gaps or challenges in the customer success lifecycle. Leverage insights to make decisions across team structure such as book of business size and customer communication cadences.
- Bachelor's degree in Business, Communications, or a related field.
- 5+ years of experience in customer success, account management, or related roles, with at least 2 years in a leadership position.
- Proven track record of driving customer success initiatives and achieving results.
- Strong leadership and team management skills, with experience managing direct reports.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and make informed decisions to improve customer success outcomes.
- Familiarity with CRM tools such as SFDC and technical project management software.
