Head of Customer Success – The Americas

3 weeks ago

San Diego, United States Pillar Staffing Solutions Full time

Role Overview

We are seeking a dynamic and results-oriented Head of Customer Success – The Americas to lead our Support, Account Management, and Implementation teams. This role is pivotal in driving customer satisfaction, ensuring the seamless onboarding of clients, and managing long-term relationships with our customers. As a key member of the leadership team, you will collaborate closely with the COO to align customer success strategies with broader business objectives. This is a hybrid role, requiring a minimum of 3 days per week in our San Diego office.

Key Responsibilities:

  • Leadership & Team Management: Lead and manage the Support, Account Management, and Implementation teams to ensure seamless service delivery and customer satisfaction.
  • Customer Onboarding: Oversee the implementation process to ensure customers are efficiently onboarded and set up for success with our products.
  • Customer Retention & Growth: Develop and maintain strong relationships with key clients, ensuring their ongoing success and identifying opportunities for account growth and upselling.
  • Support Management: Oversee the Support team to ensure quick resolution of customer inquiries and technical issues, maintaining high customer satisfaction and response standards.
  • Strategy & Reporting: Collaborate with the COO to develop customer success strategies that align with business goals, and regularly report on team performance, client satisfaction, and other key metrics.
  • Cross-Department Collaboration: Work closely with Sales, Product Development, and Marketing teams to relay customer feedback and ensure continuous product and service improvement.
  • Process Improvement: Continuously evaluate customer success processes and implement improvements to optimize the client experience.

Qualifications:

  • Proven experience in a leadership role within customer success, account management, or support, preferably within the technology or SaaS industry
  • Strong communication and relationship management skills, with a customer-centric approach.
  • Proven ability to lead, inspire, and develop high-performing teams.
  • Strong analytical and problem-solving abilities, with a focus on identifying trends and driving continuous improvement.
  • Familiarity with cloud-based software solution and technology services is a plus.

 

 

Work Environment:

  • This is a hybrid role, requiring a minimum of 3 days in the San Diego office each week, with flexibility to work remotely for the remainder of the time.
  • A dynamic, collaborative environment with a strong emphasis on customer success and innovation.

Salary Expectation

  • 145k – 155k Annual Salary
  • 10% performance incentive
  • 401K

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