Head of Customer Success

**About Us**

**Our Culture**

At Clixer, we drive change. Our culture is a vibrant blend of passion, creativity, and a relentless pursuit of excellence. Every team member is empowered to challenge the status quo and contribute to our collective success.

**Who You Are**

You are a strategic leader who understands that true customer success is not just about solving problems—it's about anticipating them, designing scalable solutions, and building relationships that drive long-term growth. You are passionate about post-implementation excellence, with a track record of building high-performing customer success teams, implementing data-driven strategies, and delivering on service-level commitments.

You are confident managing both operations and customer relationships at scale. You are equally comfortable in front of a client, a dashboard, or a whiteboard, and you believe in combining empathy with analytics to create a meaningful impact. If you’re excited to lead the next evolution of Clixer’s customer success journey and play a key role in shaping service delivery excellence, we want to hear from you.

**The Role**

As the **Head of Customer Success**, you will be responsible for setting the strategic direction of our customer success department, ensuring customers receive proactive, high-quality post-implementation support that aligns with our business goals. You will lead help desk operations, SLA governance, customer audits, and service improvement initiatives—while mentoring a team of engineers to uphold service excellence and client satisfaction.

**In this role, you will**:

- Develop and execute a company-wide customer success strategy to drive retention, satisfaction, and loyalty
- Oversee post-implementation services, ensuring uptime, proactive maintenance, and service stability
- Lead help desk operations and ticketing performance to ensure SLA compliance and timely resolution
- Serve as the escalation point for complex client issues, working cross-functionally to deliver effective outcomes
- Implement regular performance audits and customer feedback loops to enhance service delivery
- Use customer insights and analytics to identify opportunities for improvement and innovation
- Define and monitor KPIs such as Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance Rate
- Hire, mentor, and lead a high-performing team while fostering a customer-first, metrics-driven cultureCollaborate closely with Product, Sales, and Technical teams to align success efforts with company strategy

**What Requirements You Need**
- Bachelor’s degree in business, IT, or a related field
- At least 8 years of experience in customer success, technical support, or a related role, with at least 3 years in a leadership position.
- Proven experience in aligning customer success strategies with organisational growth goals
- Strong understanding of post-implementation support, SLA management, and service delivery processes.
- Familiarity with help desk systems, customer success tools, and IT service management frameworks (e.g., ITIL).
- Ability to develop and implement comprehensive customer success strategies that align with the company's goals and objectives
- Proficiency in building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction to foster loyalty and retention
- Skill in analysing customer data to inform strategies, predict behaviours, and proactively address issues, thereby enhancing the customer experience
- Expertise in designing and implementing processes that enhance team productivity and customer engagement, ensuring efficient and effective service delivery
- Strong ability to articulate the value of customer success across the organization, advocate for customer needs, and influence stakeholders to align with customer-centric initiatives
- Capacity to understand and share the feelings of both customers and team members, fostering a culture of support and collaboration
- Ability to manage change, embrace new technologies, and lead teams through transitions to stay ahead in a dynamic business environment
- Has good understanding of how customer success activities impact revenue, with the ability to identify opportunities for upselling, cross-selling, and reducing churn

**The Location**:
Ubi Vertex Building