Job Description

At We360.ai, we're redefining work dynamics withour cloud-based employee productivity software. Imagine a workplace whereinsights into your work environment empower you, regardless of your location.That's what we offer—a revolutionary suite of features designed to help youunderstand, track, analyze, and enhance your performance.We're a mission-driventeam dedicated to shaping the future of work. As we grow, we're seekingpassionate individuals who share our vision. If you're enthusiastic aboutbuilding solutions for the evolving workplace, we want to hear from you. Joinus in revolutionizing work, where real-time intelligence and cutting-edge AImeet to empower employees, no matter where they are.

Position Overview

As the Head of Customer Success, you will play a pivotal role in ensuring our customers achieve their goals and have a positive experience with our product. You will lead a dedicated team of customer success managers and work closely with cross-functional teams to drive customer satisfaction and retention.

Key Responsibilities

Develop and Execute Customer Success Strategy:

• Develop and implement a comprehensive customer success strategy to maximize customer satisfaction, retention, and growth.
• Define clear objectives and key results (OKRs) for the customer success team to ensure alignment with company goals.

Team Leadership:

• Lead, mentor, and inspire a high-performing customer success team.
• Provide coaching and professional development opportunities to team members.

Customer Onboarding:

• Develop and optimize an effective customer onboarding process to ensure new clients get up and running smoothly.
• Create and deliver onboarding training programs and resources.

Retention and Growth:

• Proactively engage with customers to understand their needs and challenges, and identify opportunities for upselling and cross-selling.
• Develop strategies to increase customer lifetime value.

Customer Support:

• Oversee the customer support function, ensuring timely and effective resolution of customer issues and inquiries.
• Collaborate with support teams to improve the customer support experience.

Cross-functional Collaboration:

• Collaborate closely with sales, product, and marketing teams to align strategies and ensure seamless customer experiences.
• Act as a bridge between customers and internal teams to drive product improvements.

Customer Advocacy:

• Champion the voice of the customer within the organization.
• Identify opportunities for customers to act as advocates, sharing success stories and participating in case studies or testimonials.

Data Analysis and Metrics:

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success efforts.
• Analyze customer data and feedback to identify trends and areas for improvement.

Qualifications and Skills

• Bachelor's degree in business, marketing, or a related field (Master's degree preferred).

• 8+ years of progressive experience in customer success, with a minimum of 3 years in a leadership role, preferably in the SaaS industry.

• Strong understanding of SaaS products and services.

• Exceptional leadership and team management skills.

• Excellent communication and interpersonal skills.

• Ability to analyze data and make data-driven decisions.

• Customer-centric mindset with a passion for ensuring customer satisfaction.

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