Job Description
We’re looking for a Head of Customer Success who will be responsible for managing and developing a team of customer success managers (CSMs) and a team of customer success operations managers (COMs). As the Head of Customer Success at Crescendo Lab, you will lead your team and collaborate with all organization to ensure customer satisfaction and success, and bring the successful business impact to the company. At the same time, you will develop and deliver optimization to improve the effectiveness and efficiency internal and cross-team process, ensure great customer experience. Leverage data and analytics to develop, lead, and measure results for customer success team.
As the Head of Customer Success at Crescendo Lab, your primary responsibility will be to lead and drive customer success initiatives. You will play a central role in building a customer-centric organization, streamlining operational processes, and fostering a data-driven mindset throughout the organization. Additionally, you will collaborate closely with other regional customer success teams to ensure consistent and exceptional global customer experiences.
Responsibilities
- Set the overall vision and strategic plan for the customer success and success operation team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net dollar revenue improvements.
- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
- Build and lead world-class customer success and success operation team, provide effective coadching, enhance product and industry knowledge, drive operational practices to track performance of teams and individuals.
- Work closely with the General Manager and CEO to align on strategies, renewal, upselling opportunities.
- Work closely with Customer Success Lead, team leads, and Manager to ensure customers’ health, deep business relationship and smooth implementation of products or services.
- Work closely with Enablement Team to leverage skill and knowledge in sales, product and process of all reps and customer success, success operation team.
- Reduce churn and drive new business growth through greater advocacy and referenceability.
- Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
- Serve as a strong customer advocate within the organization, drive the optimization related to customer experience and the value experience of our product and service.
- Stay up-to-date with the latest industry trends, emerging best practices, and evolving future customer success strategies in scaling and becoming a world-class SaaS or technology company.
