As the Head of Client Success, you will play a crucial role in ensuring the satisfaction, retention, and growth of our valued clients. You will be responsible for building and managing a high-performing client success team, developing scalable processes, fostering strong client relationships, and identifying upsell opportunities. The ideal candidate has a solid background in client success roles, preferably in the AI or Services SaaS industry. While an EHS (Environmental, Health, and Safety) background is not required, it would be advantageous in understanding our clients' needs in specific industries.
Responsibilities:
Client Success Team Leadership:
Build, mentor, and lead a high-performing team of client success managers.
Set clear performance goals, provide ongoing coaching and feedback, and ensure the team's success.
Foster a culture of customer-centricity, continuous improvement, and collaboration within the client success team.
Process Creation and Optimization:
Design and implement scalable client success processes to ensure consistent and effective delivery of service to clients.
Streamline onboarding, adoption, and renewal processes to enhance the client experience and drive customer satisfaction.
Collaborate with cross-functional teams, including Sales, Product, and Support, to align processes and ensure smooth handoffs.
Client Relationship Management:
Develop strong relationships with key stakeholders at client organizations, including executives, decision-makers, and end-users.
Understand clients' business objectives, challenges, and needs to proactively address them and drive value through our solutions.
Conduct regular check-ins, business reviews, and strategic meetings with clients to ensure their success and satisfaction.
Upsell and Expansion:
Identify upsell opportunities within the existing client base by understanding their evolving needs and aligning them with additional services or product offerings.
Collaborate closely with the Sales team to drive upsell and expansion initiatives, ensuring revenue growth and maximizing client lifetime value.
Actively monitor client health and identify potential risks or churn indicators, implementing strategies to mitigate them.
Requirements:
Bachelor's degree in Business Administration, Computer Science, or a related field (or equivalent work experience).
5+ years of experience in client success roles or similar positions, preferably within the AI or Services SaaS industry.
Proven track record of building and leading successful client success teams.
Strong understanding of SaaS business models and experience with subscription-based revenue models.
Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels.
Demonstrated ability to develop and implement scalable processes that drive operational efficiency.
Analytical mindset with the ability to leverage data and metrics to make informed decisions.
EHS background is not required but preferred, as it would facilitate understanding clients' needs in specific industries.
Passion for technology and AI, with a genuine interest in keeping up-to-date with industry trends and advancements.
If you are a motivated and results-driven individual with a passion for client success and a desire to contribute to the growth of an exciting startup, we would love to hear from you.
