Head of Customer Success
2 weeks ago
At Kovai.co , we're rewriting the B2B landscape by empowering over 2,500 businesses worldwide with our award-winning SaaS solutions.
Our Product:
Document360
“UK headquarters. Indian innovation. Global impact.”
Our journey has been nothing short of remarkable, having witnessed exponential growth and profitability right from our inception.
We are on track towards $30 million in annual revenue – and we're just getting started.
Kovai.co is fueled by a tribe of thoughtful helpers, obsessed with empowering customers, uplifting colleagues, and igniting our own journeys.
Redefining tech is our game. Are you in? Join Kovai.co – where passion meets purpose.
What’s the job? Head of Customer Success
What you’ll do on the job:
1. Strategic Leadership: Develop and execute the Customer Success strategy to enhance customer satisfaction and loyalty. Align customer Success objectives with the company's business goals and objectives. Monitor and analyse customer Success performance metrics to identify areas for improvement.
2. Team Management: Lead, mentor, and develop a team of customer Success professionals, including managers and representatives.
Foster a culture of continuous improvement, accountability, and excellence within the team. Ensure the team is adequately trained and equipped to provide exceptional customer Success.
3. Customer Experience Enhancement: Identify and implement innovative solutions to improve the customer experience across all touchpoints. Owning UK, EU, APJ and IL Enterprise and Mid-Market book of business with targets on net retention with main KPIs on gross retention, and key focus on Customer Value.
4. Collaboration and Communication: Work closely with other departments (e.g., Sales, Marketing, Product Development) to ensure a cohesive approach to customer satisfaction. Communicate customer feedback and insights to relevant stakeholders to drive product and Success improvements. Represent the voice of the customer in strategic planning and decision-making processes.
5. Performance Management: Establish and track key performance indicators (KPIs) for the customer Success department. Regularly report on customer Success performance to senior leadership. Implement corrective actions as necessary to address performance gaps.
6. Technology and Tools: Oversee the selection and implementation of customer Success technologies and tools. Ensure systems and processes are optimised for efficiency and effectiveness. Stay informed about industry trends and best practices in customer Success.
Who’ll be a good fit:
- Owning a large customer base across SME/Mid Market/Enterprise customers
-Minimum of 5 years a senior leadership role into Customer Success is required
-Proven experience in Customer Success, Account Management, or a similar role within a SaaS company
-Proven track record of developing and implementing successful customer Success strategies
-Strong leadership and team-building skills.
-Excellent communication and interpersonal skills.
-Ability to analyze and interpret data to drive decision-making.
-Experience with customer Success software and CRM systems.
Equal Opportunities:
Kovai.co is committed to building a workforce that reflects the richness of our society. We believe in fostering a culture of belonging and respect for all. Kovai.co stands firmly against discrimination, ensuring equal opportunity for everyone to build a successful career.
If this excites you, apply for this opportunity, and the team would love to get on a call with you to discuss further.
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