Head of Customer Experience
1 week ago
Tabs is an AI-powered revenue automation platform for B2B businesses. The company uses artificial intelligence to understand and extract elements from complex contracts, powering automated billing, revenue recognition, and reporting workflows.
About the Role
We're looking for a seasoned Head of Customer Success to lead the entire post-onboarding customer journey. This role involves working closely with the Implementation team to ensure a smooth handoff and taking over once the customer is fully onboarded. As the leader of the Customer Success department, you'll be responsible for ensuring customers have a great experience, driving engagement, and handling renewals and upsells. You'll also build and scale the team, developing processes and strategies to support ongoing customer success.
As the Head of Customer Success, your primary responsibilities will include owning the customer journey, leading success and support initiatives, building an organization, and cross-functional collaboration. You'll work closely with Sales, Product, and Engineering teams to drive customer-focused improvements. Additionally, you'll consult and engage with customers regularly to identify needs and opportunities, driving product adoption and account growth. Finally, you'll scale operations by building the playbook for Customer Success and Support, using early learnings from our team and industry best practices to establish processes, best practices, and metrics that will drive the growth and success of the CX team.
Our ideal candidate has 8+ years of experience in Customer Success at B2B SaaS startups, with a focus on mid-market accounts that require hands-on support and strategic alignment. They should have a proven ability to build and scale strategic teams. Process-oriented and data-driven individuals with a passion for delivering exceptional customer experiences are highly valued. Experience in fintech working with the office of the CFO and familiarity with ERPs such as QuickBooks or NetSuite are also desirable. We're looking for someone with a proven track record of managing and exceeding targets for net retention rates, customer satisfaction metrics, and support SLAs.
The estimated salary for this position is around $150,000 - $200,000 per year, depending on experience.
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