Head Of Customer Success

Overview Rubick.ai is one of the fastest-growing eCommerce enablement platforms. We specialise in Product Discovery, Search, and Market Intelligence for marketplaces, brands, and sellers. We offer an end-to-end full-stack Product Information, Cataloging, and Marketing platform as a solution for eCommerce. Rubick has catalogued over 5M SKUs for 200+ leading eCommerce brands like Amazon, Hudson Bay US, Zilingo Singapore, The Luxury Closet-UAE, and Myntra in India, the US, Singapore, and other international markets. As the Head of Customer Success at Rubick.ai, you will be responsible for leading and driving the success of our customer base. You will oversee the entire customer lifecycle, from onboarding through to retention and growth, ensuring that our clients gain maximum value from our AI solutions. This is a high-impact role where you will be instrumental in developing and executing strategies that foster long-term relationships, minimize churn, and identify opportunities for expansion. You will be based at our (office location) and will work closely with cross-functional teams to shape Rubick.ai\'s customer success strategy, while leading and mentoring a talented customer success team. Responsibilities Lead, manage, and grow a high-performing customer success team focused on customer satisfaction, retention, and growth. Develop and implement a comprehensive customer success strategy, aligned with Rubick.ai’s business goals. Define customer success processes, ensuring seamless and efficient onboarding, adoption, and continued engagement with Rubick.ai’s AI-powered solutions. Set ambitious yet achievable goals for the customer success team and track key performance indicators (KPIs), including customer health, churn, and upsell opportunities. Drive a customer-first culture across the organization, promoting the importance of customer experience to internal teams. Customer Retention & Growth Oversee proactive customer engagement programs to ensure maximum value realization and to reduce churn. Cultivate strong, long-term relationships with key customer stakeholders, acting as their trusted advisor and Rubick.ai’s primary point of contact. Identify opportunities to expand the use of Rubick.ai solutions within existing accounts, including upsell and cross-sell initiatives. Lead quarterly business reviews (QBRs) with high-touch customers to assess satisfaction, address challenges, and align on ongoing goals. Team Development & Coaching Build and lead a high-performing customer success team, providing mentorship, coaching, and professional development to team members. Ensure customer success managers are equipped with the tools, knowledge, and skills necessary to support and grow client relationships effectively. Develop and implement performance management processes, including regular feedback sessions, skill development, and performance reviews. Partner closely with Sales, Product, Engineering, and Marketing teams to ensure alignment on customer needs, product enhancements, and go-to-market strategies. Collaborate with product management to relay customer feedback and contribute to the roadmap to ensure Rubick.ai solutions continue to meet and exceed customer expectations. Serve as the voice of the customer, providing insights to leadership regarding trends, pain points, and opportunities for improvement. Data-Driven Insights Leverage analytics and customer success software to monitor customer health and predict potential risks. Use data to identify opportunities for process improvements and proactively address potential customer issues before they become problems. Provide regular reporting to leadership on key customer success metrics, trends, and the overall health of the customer portfolio. Qualifications Bachelor’s degree in Business, Technology, or a related field (MBA preferred). 10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position. Proven track record of building, leading, and scaling high-performing customer success teams in a SaaS or technology-focused company. Deep understanding of customer success metrics (e.g., NPS, churn, retention rates, lifetime value) and how to drive measurable improvements. Strong experience with customer success platforms (e.g., Gainsight, Salesforce, Zendesk) and other tools to manage customer relationships. Excellent communication, interpersonal, and presentation skills, with the ability to effectively engage senior stakeholders and customers. Demonstrated ability to manage complex customer relationships and drive customer outcomes in a fast-paced, high-growth environment. Strong analytical and problem-solving skills, with the ability to interpret data to make strategic decisions. Desired Skills Experience in AI or machine learning-related industries is a plus. Ability to foster cross-functional collaboration and work in a fast-paced, dynamic environment. High emotional intelligence with the ability to manage diverse customer expectations and drive satisfaction. Experience with customer retention strategies and customer health scoring models. #J-18808-Ljbffr