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Head of Customer Success

2 months ago

San Francisco, California, United States Insight Global Full time
Job Description

We are seeking an exceptional leader to join our team as the Head of Customer Success. This individual will be responsible for restructuring and rebuilding our customer success process to improve customer retention and account expansion.

The ideal candidate will have 7-10 years of experience in Customer Success, with 2+ years of experience managing customer success teams. They will also have experience in the life sciences industry and a strong understanding of the customer success process.

Key responsibilities will include:

  • Overseeing 5 direct CSM reports and coaching and mentoring them to ensure team success
  • Revamping KPIs and current processes to improve customer retention and account expansion
  • Collaborating with CSMs to track account health, risk factors, and develop plans to mitigate loss
  • Serving as the escalation contact for customer concerns and collaborating across sales, product, and engineering teams to ensure customer satisfaction

We offer a competitive compensation package, including a salary of $k per year and a target bonus of ~100k. Benefits may include healthcare insurance offerings and paid leave as provided by applicable law.

We are an equal opportunity/affirmative action employer committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.