Customer Success Head

We are looking for an experienced Customer Success Head to lead our customer success team and ensure our clients achieve maximum value from Vizmo’s solutions. This role is pivotal in driving customer satisfaction, retention, advocacy, and operational efficiency. The ideal candidate will have a strong understanding of customer lifecycle management, technical expertise, leadership skills, and the ability to build scalable processes that drive consistency and impact.

As a senior leader, you will oversee the customer journey post-sales, manage and mentor a high-performing team, develop processes for operational excellence, and collaborate across departments to enhance customer experience and align with business goals.

Responsibilities
Customer Success Strategy and Leadership

• Develop and execute strategies to enhance customer satisfaction, retention, and value delivery.
• Lead the creation and refinement of scalable processes to streamline customer success operations and ensure consistent delivery of exceptional customer experiences.
• Serve as a trusted advisor to key customer stakeholders and executive sponsors.
• Mentor and guide the customer success team, fostering high performance, professional growth, and accountability.
• Represent the voice of the customer across internal teams to drive improvements in products, processes, and services.

Customer Relationship Management

• Build and nurture strong relationships with customers to enhance satisfaction, loyalty, and advocacy.
• Understand customers’ business challenges and goals, providing tailored and impactful solutions.
• Proactively monitor customer activity to identify risks, growth opportunities, and areas for improvement.

Customer Retention and Revenue Growth

• Develop strategies to ensure customer and revenue retention through impactful engagement and value delivery.
• Track and analyze customer satisfaction metrics to improve solution effectiveness and engagement strategies.
• Oversee the customer journey, including onboarding, training, and deployment, ensuring seamless and successful transitions.

Process Creation and Operational Excellence

• Design, document, and refine customer success processes to drive efficiency, transparency, and accountability.
• Standardize workflows across the customer lifecycle, including onboarding, account management, and renewals.
• Establish performance metrics, track KPIs, and implement improvements to achieve optimal results.

Collaboration and Problem Resolution

• Partner with Sales, Support, and Product teams to address and resolve customer issues effectively.
• Act as a bridge between customers and internal teams to ensure seamless communication and swift resolution of concerns.
• Drive initiatives to secure account renewals and identify upselling opportunities.

Leadership and Team Building

• Excel in customer-facing roles such as expectation setting, timeline management, and project execution.
• Inspire and lead the customer success team, cultivating a collaborative and results-driven culture.
• Ensure team members have the tools, resources, and guidance needed to succeed in their roles.

RequirementsRequired Skills

1. Customer-Centric Approach: Strong ability to understand and address customer needs, pain points, and business challenges.
2. Process-Oriented: Expertise in creating and optimizing processes to enhance efficiency and effectiveness.
3. Detail-Oriented: Exceptional attention to detail with robust communication and collaboration skills.
4. Data-Driven: Proven ability to use data and analytics to guide decision-making and actions.
5. Technical Aptitude: Experience working with enterprise software tools and familiarity with cloud technology (API, integrations).
6. Leadership: Demonstrated ability to lead teams, mentor individuals, and manage customer accounts effectively.

Desired Skills

1. Customer Success Expertise: Motivated by driving customer success and delivering long-term value.
2. Account Management: Experience managing large, complex accounts in customer-facing roles.
3. Systematic Thinking: Organized and methodical in managing customer information and meeting commitments.
4. Startup Mindset: Comfortable working across domains in a dynamic startup environment.
5. SaaS Experience: 3–5 years of experience in a B2B SaaS environment with a focus on customer success.

BenefitsWhat We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• Flexible work arrangements, including remote work options.