Job Description

We're looking for a seasoned Head of Customer Success to lead our hybrid team, encompassing customer success, technical support, and account management. In this pivotal role, you'll be instrumental in shaping our customers' journey and driving product adoption for our SMB SaaS platform. You'll lead by example, transforming our five-person in-house support team into world-class drivers of performance and strong customer relationships.

This role requires a driven, process-oriented leader with a strong background in SaaS expansion and product adoption. You'll be responsible for implementing best practices in customer success, optimizing daily processes within Service Cloud, and establishing key performance indicators (KPIs). Your ability to remain calm and positive under pressure, coupled with an exceptional attention to detail, will be crucial for success.

• Own the entire post-sales customer journey for our small business partners, ensuring their success and maximizing their platform utilization.
• Lead, mentor, and develop a high-performing customer success team, fostering a culture of excellence and continuous improvement.
• Implement and refine customer success best practices , establishing efficient workflows and optimizing processes within Salesforce Service Cloud.
• Define, track, and analyze key performance indicators (KPIs) to measure team performance and identify areas for growth and improvement.
• Provide hands-on leadership and support to your team, offering guidance and expertise in phone, email, and chat support interactions.

• 4-7 years of experience in a customer success role within a SaaS product environment.
• 3-4 years in a leadership position with a proven track record of managing and mentoring a team.
• Demonstrated proficiency with Salesforce/Service Cloud .
• Expertise in phone, email, and chat support .
• Exceptional customer care skills with a friendly, optimistic, and outgoing demeanor.
• Outstanding writing, conversational, and email etiquette .
• Ability to thrive in a fast-paced startup environment , working efficiently under pressure and tight deadlines.

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