Head of Customer Success
IOV Labs
Customer Service & Support
Remote (Work From Home) Full Time
Banking, Finance & Insurance NGN Confidential
New
Today
Job Summary
We are seeking an experienced Head of Customer Success to help us grow and scale our Customer Success function.
- Minimum Qualification:Others
- Experience Level:Management level
- Experience Length:7 years
Job Description/Requirements
Responsibilities:
- Develop a comprehensive customer success strategy and service model that includes proactive outreach and formal business reviews for strategic partners and scalable, efficient service for core partners
- Turn strategies into tactics and deliverables that drive the metrics
- Define and own the partner journey in partnership with the Product
- Gather feedback from partners and help incorporate that into the product roadmap
- Act as the voice of the partner throughout the organization, working with Product, Partnership, and Marketing to ensure that partner desires and frustrations are well understood, prioritized, and addressed
- Identify opportunities for continuous growth for partners, post-product integration
- Implement industry best practices and processes to ensure scalable, repeatable results
- Drive true value for partners and their end users
- Help foster a company-wide culture of Customer Success
Requirements:
- 7 to 10 years of overall management experience in the tech space. The candidate must also have at least 5 years of experience in a Customer Success Manager or related role
- Exposure to SaaS or crypto infrastructure business, as well as deep knowledge and experience in implementing Customer Success best practices
- Strong interpersonal skills and the ability to lead and inspire the team to drive results
- Ability to create strategies, implement them, track performance, and achieve set objectives
- Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each member
- Proven record of driving customer satisfaction and enhancing customer experience
- Fluent English & Spanish verbal & written skills
