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Head of Customer Success
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Nashville, Tennessee, United States
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Job Summary

As the Head of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. You will lead a team of Customer Success Managers and drive the development and execution of strategies to maximize customer retention, expansion, and overall customer lifetime value. Your ultimate goal will be to ensure our customer’s desired outcomes are achieved, the maximum opportunity of each account is reached, and the full value of our platform is realized.

Primary Responsibilities

Leadership and Strategy:

  • Develop and implement a customer success strategy aligned with the company objectives and growth plans.
  • Set clear goals and performance metrics for the Customer Success team, fostering a culture of excellence, collaboration, and continuous improvement.
  • Provide strategic guidance and mentorship to the Customer Success Managers, empowering them to excel in their roles and drive customer success and retention.

Customer Engagement and Retention:

  • Build and maintain strong relationships with key customers, serving as their trusted advisor and advocate within the company.
  • Develop a deep understanding of customer needs, challenges, and goals to proactively identify opportunities for customer growth and expansion.
  • Collaborate closely with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience throughout the customer journey.

Revenue Optimization and Expansion:

  • Work closely with Sales to identify upsell and cross-sell opportunities within the customer base, maximizing the revenue potential of each account.
  • Analyze customer usage and engagement data to identify trends and patterns that indicate opportunities for expansion and increased revenue.
  • Develop and implement strategies to drive adoption, usage, and expansion of our platform, ensuring customers realize the full value of our offering.

Customer Success Operations:

  • Develop and optimize customer success processes, methodologies, and best practices to drive operational efficiency and scalability while focusing on revenue retention.
  • Implement and leverage tools to track customer health, monitor usage patterns, and identify at-risk customers, minimizing churn and maximizing revenue retention.
  • Analyze customer data and metrics to generate insights that inform decision-making, support revenue retention initiatives, and drive continuous improvement.

Team Development and Enablement:

  • Recruit, onboard, and train a high-performing Customer Success team capable of delivering exceptional customer outcomes.
  • Foster a culture of continuous learning and professional development within the team, providing coaching and guidance to help them achieve their goals.
  • Establish performance metrics and conduct regular performance reviews to drive a high level of individual and team accountability.
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