Head Of Customer Success

Company Overview

We've partnered with a leading organization in the technology sector focused on customer success and satisfaction. Our client values innovative solutions and offers unique services that enhance customer experiences while driving growth and retention.

Role Overview

We are seeking a Head of Customer Success to lead our client's post-sales function in the Americas. This role is pivotal in ensuring that customers achieve their business goals by maximizing the value of the company's offerings. The ideal candidate will have a strong background in building and managing post-sales teams within SaaS, FinTech, or Payments sectors. This position is not a sales role, but rather focused on providing exceptional advisory support to clients.

Responsibilities

• Build and maintain relationships with top customers to ensure a great experience.
• Grow and manage the post-sales function by building a team from the ground up.
• Develop and refine customer engagement practices and processes.
• Create playbooks and training workshops to enhance the success methodology.
• Nurture and coach the team to foster strong relationships with customer stakeholders.
• Collaborate effectively with Sales and Solution Engineers during the onboarding process.
• Maintain strong working relationships with other departments to accelerate growth.

Requirements

• Proven experience in managing strategic relationships with multiple stakeholders.
• Experience in building a post-sales organization from the ground up.
• Ability to manage and coach Customer Success Managers in a growth-stage environment.
• Experience in implementing post-sales processes to drive efficiency and scale.
• Excellent presentation skills to both technical and non-technical audiences.
• Resilience, optimism, and a passion for technology.
• A proactive attitude with a bias towards action.

Benefits

Our client offers a competitive benefits package, opportunities for personal and professional development, and a dynamic work environment that prioritizes collaboration and continuous learning.