- Company Name
- The Influence Room
- Job Title
- Head of Customer Success
- Job Description
-
Job Title: Head of Customer Success
Role Summary: Lead the Customer Success function to maximize client value, retention, growth, and advocacy throughout the customer lifecycle. Own post-sale customer experience strategy, set renewal and expansion revenue targets, and act as senior client liaison for high-value accounts.
Expactations: Deliver measurable ROI for clients, achieve retention and expansion revenue targets, drive customer satisfaction metrics, and influence product roadmap and pricing through client insights.
Key Responsibilities:
- Define and execute a customer success strategy focused on retention, growth, and value.
- Build, coach, and scale a high‑performance Customer Success team with a customer‑centric culture.
- Own renewal, retention, and expansion revenue targets; report metrics weekly.
- Personally manage a portfolio of strategic clients, serving as executive sponsor when necessary.
- Design scalable customer journeys, onboarding frameworks, success plans, and engagement models.
- Utilize data and customer insights to identify risks, opportunities, and improvement areas for adoption and ROI.
- Serve as the voice of the customer internally, influencing product roadmap, pricing, and business strategy.
- Implement best‑practice processes, reporting frameworks, and success metrics to enhance efficiency and outcomes.
- Collaborate cross‑functionally with Sales, Product, Marketing, and Finance to optimize the customer experience.
- Support pre‑sales positioning, onboarding, and advocacy initiatives (case studies, testimonials).
Required Skills:
- Strong commercial acumen with proven ability to negotiate and build relationships.
- Experience owning revenue or renewal targets in a SaaS or marketing technology environment.
- Proven track record scaling Customer Success teams and processes.
- Data‑driven mindset with strong analytical and problem‑solving skills.
- Excellent stakeholder management and communication abilities.
- Strategic thinking combined with hands‑on execution capability.
- Familiarity with influencer marketing or marketing technology products is a plus.
Required Education & Certifications:
- Bachelor’s degree in Business, Marketing, Information Technology, or a related field (or equivalent professional experience).
- Relevant certifications (e.g., Certified Customer Success Manager, Salesforce Administrator) preferred but not mandatory.