Head of Customer Success

6 days ago

Canada Devsinc LLC Full time
Job Title: Head of Customer Success

We are seeking a seasoned professional to lead our customer success initiatives, ensuring our customers achieve their desired outcomes while using our services.

Job Summary:

The Head of Customer Success will be responsible for developing and executing a comprehensive onboarding strategy, leading the initial customer handoff process, and overseeing regular check-ins to ensure customer satisfaction and address any concerns promptly.

Key Responsibilities:
  1. Develop and execute a customer-centric onboarding strategy to ensure smooth transitions from sales to delivery.
  2. Lead the initial customer handoff process, including introductory calls involving sales representatives, account managers, and technical team leads.
  3. Oversee regular check-ins to ensure customer satisfaction and address any concerns promptly.
  4. Review feedback monthly and collaborate with the leadership team to identify and implement improvements.
  5. Develop and execute re-engagement strategies, including personalized outreach and internal team huddles to brainstorm solutions.
  6. Monitor customer health using a traffic light system (Red, Yellow, Green) and ensure regular updates are logged in HubSpot.
  7. Collaborate with sales and technical teams to customize upsell opportunities within existing customer accounts.
  8. Lead and mentor the customer success team, setting ambitious goals and providing guidance to ensure high performance.
  9. Work closely with cluster heads, the Chief Business Officer, and the executive leadership team to align customer success strategies with overall business goals.
  10. Maintain clear communication with sales, marketing, and delivery teams to ensure a cohesive approach to customer management.
  11. Utilize HubSpot to track customer interactions, monitor engagement, and report on customer health metrics.
  12. Provide regular updates to the executive leadership team on customer success initiatives and outcomes.
Requirements:
  1. Proven track record in customer success management, preferably within the technology or software development sector.
  2. Strong leadership skills with the ability to mentor and develop a high-performing team.
  3. Excellent analytical, organizational, and communication skills.
  4. Experience with CRM systems, particularly HubSpot, and customer success automation tools.
  5. Driven by targets and performance metrics, with a clear focus on results.
What We Offer:
  1. Opportunity to shape the future of Devsinc as a key member of the leadership teams.
  2. Competitive salary with a performance-based incentive plan.
  3. Initial budget to hire and support two sales development specialists, with potential to expand the team.
  4. Comprehensive benefits package including health, dental, and vision insurance.
  5. Opportunities for professional growth and advancement within a supportive and innovative environment.
  6. Vacation policy and a collaborative workplace culture.

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