Head of Customer Success Job Description Template
Our company is looking for a Head of Customer Success to join our team.
Responsibilities:
- Manage the daily activities of the team on-boarding, training, advocacy & support, renewals, up-selling, de-escalation and saving;
- Coach and mentor your team on best industry practices;
- Implement key metrics for customer support, onboarding, and account managers to present to executive team.
Requirements:
- 5+ years experience in leading customer-facing teams in a SaaS environment. Ideally combined background of post-sale and sales experience;
- Experience with Salesforce, Zendesk, and other relevant customer support tool;
- Deep understanding of value drivers in recurring revenue business models;
- Ability to manage through influence, persuasion, negotiation, and consensus building;
- Is customer obsessed and finding ways to delight our customers throughout the entire journey;
- Understanding of key metrics for each customer life cycle such as support, onboarding, retention, upsell etc;
- Strong empathy for customers PLUS a passion for revenue and growth;
- Demonstrated ability and passion for building and leading teams toward common goals.