Head of Customer Success

About the position

CNTXT is seeking a Head of Customer Success under Digital Transformation to lead our customer success team and ensure our customers achieve great return on investment through our products and services.

The ideal candidate is a natural leader with a strong customer service orientation, exceptional communication skills, and a deep understanding of SaaS customer success best practices, including strategies to drive user adoption.

• Lead and manage a team of engagement managers and delivery executives, ensuring that they meet or exceed customer satisfaction, retention, and growth targets
• Be the thought leader of a customer success mindset for the entire organization
• Develop and implement customer success strategies that align with company goals and ensure our clients achieve their desired outcomes, with a particular focus on driving user adoption of our product
• Build and maintain strong relationships with  customers, acting as their advocate within the company and ensuring that their needs are met, Define and track customer success metrics, including churn rate, customer satisfaction, lifetime value, and user adoption; utilize these metrics to identify areas for improvement
• Collaborate closely with other departments to ensure a cohesive customer experience
• Stay up-to-date with industry trends and best practices in customer success and apply this knowledge to continuously improve our customer success program

Minimum Experience

• Bachelor’s degree in computer science, business or a related field
• 7+ years of experience in customer success, with at least 3 years in a leadership role
• Strong leadership skills and experience managing a team of customer success managers
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Deep understanding of SaaS customer success best practices, including customer journey mapping, segmentation, and engagement strategies, as well as strategies to drive user adoption
• Experience defining and tracking customer success metrics and using data to drive decision-making
• Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment