Job Title: Head of Customer Success
San Diego, CA (Hybrid – 3 days in-office)
We are seeking a dynamic and results-oriented Head of Customer Success- The Americas region to lead our Support, Account Management, and Implementation teams. This pivotal role is responsible for ensuring an exceptional client experience, from smooth onboarding to fostering long-term relationships that drive retention and growth. You’ll work closely with the COO to align customer success initiatives with overall business objectives. This is a hybrid position, requiring three days per week in our San Diego office.
Key Responsibilities:
Lead teams in delivering excellent customer service and satisfaction.
Oversee efficient customer onboarding for success with our products.
Build strong client relationships, focusing on retention, growth, and upselling.
Ensure prompt resolution of customer issues with the Support team.
Develop strategies with the COO, and report on performance and client satisfaction.
Work with Sales, Product, and Marketing to drive improvements based on customer feedback.
Continuously optimize customer success processes for better client experience.
A little more about you…
Bachelor’s degree in business administration or related field
7+ years of senior leadership experience in customer success, experience, or support role, or a related field.
Strong client-facing and communication skills, with a proven ability to lead the sales process from start to finish.
Demonstrated people management experience, including leadership, coaching, and mentoring.
Deep knowledge of SaaS products and services.
Proven ability to develop innovative strategies to improve productivity and customer outcomes.
Compensation Package:
Annual Salary: $145k – $155k
10% performance-based incentive
401K plan