Head of Customer Success
2 weeks ago
Our client is a fast-growing technology company that specializes in advanced network infrastructure solutions for the modern, hyper-connected world. With a strong focus on real-time monitoring, packet broker technology, and service delivery innovation, they help businesses simplify complexity and scale operations effectively.
They are now seeking a **Head of Customer Success**to lead their customer service strategy, ensuring top-tier post-implementation support and long-term client satisfaction. This role is critical in aligning customer operations with business growth and driving retention through a customer-first, metrics-driven culture.
**Key Responsibilities**:
- Develop and lead customer success strategies that drive retention, satisfaction, and loyalty.
- Oversee post-implementation support and help desk operations to ensure SLA compliance.
- Act as the escalation point for critical issues and coordinate resolution across internal teams.
- Use analytics and customer feedback to implement service improvements.
- Track and optimize key KPIs including Net Revenue Retention, Customer Health Scores, and SLA metrics.
- Mentor and grow a high-performing customer success team.
**Requirements**:
- Bachelor’s degree in Business, IT, or a related discipline.
- 8+ years of relevant experience, with 3+ years in a leadership role.
- Strong understanding of SLA management, customer success strategy, and service delivery frameworks (e.g., ITIL).
- Experience with help desk platforms and customer success tools.
- Proven ability to build relationships, enhance customer engagement, and manage data-driven improvements.
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