Head of Customer Success
1 week ago
MoeGo Community is a pioneering force in the pet industry, aiming to revolutionize the way we interact with our pets. Our mission is to empower pet owners and professionals with innovative solutions that simplify their lives and enhance the pet experience.
Our CultureWe're a team of passionate individuals driven by a shared vision: to redefine the standard of technology and elevate the pet industry to new heights. Our culture is built on a foundation of trust, impact, and simplicity, guiding our decisions and actions every day.
About this RoleThe Head of Customer Success is a critical leadership position responsible for overseeing the entire customer lifecycle, from onboarding to support. This role requires a strategic leader who can drive customer retention, revenue growth, and satisfaction by elevating top performers, building effective processes, and serving as the voice of the customer within the organization.
Key Responsibilities- Lead and build critical operational projects and continuous improvement for our post-sale CS teams.
- Embed yourself in customer-facing teams to become an expert in their current workflows and tooling.
- Identify opportunities for improvement and design, develop, and deliver workflow, reporting, automation, and tech/tooling solutions to directly impact customer-facing teams.
- Use data to inform resource allocation and determine the highest impact short-term projects while focusing on long-term scale.
- Build and manage a team that can execute both short-term and long-term visions.
- Serve as an extraordinary people leader and culture-bearer at MoeGo Community, nurturing and growing the customer success team through hiring, coaching, and training.
- 8+ years of operations experience in a high-growth environment, with 5+ years in Sales or Customer Success Operations, preferably at a SaaS company.
- 3+ years of proven track records of building and developing world-class customer success teams.
- Experience hiring and leading operations teams.
- Strong analytical and reporting skills, with the ability to identify reporting needs and transform data into actionable insights.
- Creative problem solver with the ability to remove obstacles and solution around key business problems.
- Metrics-driven and results-oriented.
- Masterful cross-functional collaborator and relationship-builder.
- Outstanding verbal and written communication skills.
- Combination of strategic thinking and ability to roll up sleeves and get it done.
MoeGo Community offers a competitive compensation package, including a base salary, performance bonus, and benefits such as flexible benefit plans and 401(k) matching. We are committed to creating a diverse and inclusive work environment and are an equal opportunity employer.
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