Head of Customer Success
2 weeks ago
Job Title: Head of Customer Success (SaaS Product)
Company Overview:
Radixweb is a leading provider of software engineering and tech consulting services, with over 800 experts specializing in areas like product development, cloud services, AI, DevOps, and more. Founded in 2000, we help businesses improve their systems and unlock new opportunities using emerging technologies like AI, IoT, and SaaS.
Job Overview:
As the Head/Manager of Customer Success, you'll lead a team to ensure our customers are happy and get the most value out of our SaaS products. You'll manage relationships with clients, ensure smooth onboarding, drive customer retention, and work across teams to improve the overall customer experience.
Key Responsibilities:
- Reduce churn and improve customer retention by addressing customer concerns and providing valuable solutions.
- Act as a bridge between sales and customer support to ensure a seamless customer experience.
- Oversee the entire support process, ensuring that it meets the needs of the customer.
- Create and improve onboarding processes, helping new customers get started with our software quickly and easily.
- Drive account expansion by identifying opportunities for additional services or upgrades.
- Gather customer feedback and use it to improve our products and services.
- Identify and fix issues in the customer journey to make their experience smoother and more efficient.
- Mentor your team, helping them solve problems and answer questions related to using our SaaS products.
- Provide solutions to customers technical problems and ensure they're resolved quickly.
- Communicate clearly and concisely with customers, making sure they understand solutions and keeping accurate records.
- Work with senior management in other departments to address high-priority customer issues and improve customer experiences.
- Prepare reports on customer support trends and performance.
Qualifications:
- Proven experience in customer success or account management, preferably in a SaaS environment.
- At least 10 years of experience in customer management, with a minimum of 3 years managing a Customer Success team.
- Strong leadership skills and the ability to motivate and guide your team.
- Excellent communication and problem-solving abilities.
- Ability to juggle multiple tasks and work in a fast-paced environment.
- Experience with customer success software (e.g., Salesforce, Gainsight).
- Strong analytical skills to interpret customer data and use it to improve processes.
- Bachelor's degree or equivalent experience.
Why Join Us
You'll have the opportunity to work with cutting-edge technologies, lead a passionate team, and have a direct impact on improving the customer experience and business growth.
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