Head of Customer Success Lead

2 weeks ago


Chicago, Illinois, United States AccuLynx Full time
Job Title: Head of Customer Success

AccuLynx is a fast-growing SaaS provider of CRM/project management software for roofing contractors. We are seeking a highly motivated and experienced Head of Customer Success to lead our customer success team.

Job Description

We are looking for a strategic thinker who can develop and execute customer success initiatives that align with our business objectives. The ideal candidate will have a proven track record of driving customer satisfaction, retention, and revenue growth.

Key Responsibilities:
  • Lead and manage the customer success team, providing guidance, mentorship, and support to ensure team members excel in their roles.
  • Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and expansion.
  • Establish and maintain strong relationships with key customers, serving as their primary point of contact and advocate within the company.
  • Collaborate cross-functionally with sales, marketing, product development, and other teams to align customer success efforts with overall business objectives.
  • Analyze customer data and feedback to identify trends, opportunities, and areas for improvement, and leverage insights to enhance the customer experience.
  • Develop and maintain a deep understanding of our products/services, industry trends, and competitive landscape to effectively address customer needs and challenges.
  • Monitor and track key performance metrics related to customer success, such as customer satisfaction scores, retention rates, and upsell/cross-sell opportunities.
Requirements:
  • Bachelor's degree in business, marketing, or a related field; advanced degree preferred.
  • Proven experience, 7 years in a customer success or account management role, with at least 3 years of experience in a leadership or management capacity.
  • Demonstrated success in driving customer satisfaction, retention, and revenue growth.
  • Strong interpersonal and communication skills, with the ability to effectively engage and build rapport with customers at all levels of an organization.
  • Strategic thinker with the ability to develop and execute customer success initiatives that align with business objectives.
  • Analytical mindset with the ability to interpret data and derive actionable insights to improve the customer experience.
  • Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve their goals.
  • Experience working in a SaaS/SMB market is a plus.


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