Head of Customer Success

LiveEO; Deutschland; Vor Ort; EUR 90.000 - 140.000; Vollzeit

Zusammenfassung

LiveEO is seeking a Head of Customer Success to lead a growing team and drive customer satisfaction, retention, and expansion in a startup environment. You will develop the strategy, set KPIs, and partner with cross-functional teams to deliver exceptional customer outcomes.

Ideal candidates bring 5+ years in CS or related roles, strong leadership, and a proven track record in driving retention and expansion in fast-paced settings.

Qualifikationen

• 5+ years in customer success or related roles with proven retention.
• Bachelor’s degree in business/marketing (Master preferred).
• Strong leadership and team management skills.
• Excellent communication and negotiation abilities.

Aufgaben

• Develop and execute a comprehensive customer success strategy aligned with growth objectives.
• Lead and coach a team of Customer Success Managers (CSMs).
• Define KPIs and monitor performance and customer satisfaction.
• Foster customer relationships and collaborate cross-functionally.
• Oversee onboarding and ensure successful product/service implementation.
• Create retention plans and reduce churn.
• Address customer issues and escalations promptly.

Kenntnisse

Leadership & coaching

Customer success strategy

Team management

Strategic thinking

Communication & negotiation

Ausbildung

Bachelor’s degree in business/marketing or related field

Tools

Customer success software

Jobbeschreibung

Responsibilities

• The Head of Customer Success (f/m/x) is a pivotal leadership role responsible for ensuring customer satisfaction, retention, and growth within a startup company. This position involves developing and executing strategies to drive customer success, managing a team of Customer Success Managers (CSMs), and collaborating cross-functionally to enhance the overall customer experience
• The Head of Customer Success plays a vital role in helping the startup build strong, long-lasting customer relationships
• Develop and execute a comprehensive customer success strategy aligned with the startup’s growth objectives
• Define clear customer success metrics and KPIs to measure and track the team’s performance and customer satisfaction
• Train, and manage a team of Customer Success Managers (CSMs)
• Set performance goals, provide ongoing coaching and feedback, and promote a customer-centric culture within the team
• Foster a collaborative and supportive environment that encourages the growth and development of team members
• Build and maintain strong relationships with key customers, understanding their needs and objectives
• Collaborate with CSMs to proactively identify and address customer challenges and opportunities
• Create and execute customer retention plans, including identifying at-risk accounts and implementing strategies to mitigate churn
• Ensure timely and effective resolution of customer issues and escalations
• Oversee the onboarding process for new customers, ensuring a smooth and successful implementation of the product or service

Requirements

• Familiarity with customer success software and tools
• Bachelor’s degree in business, marketing, or a related field (Master’s degree preferred)
• Strong leadership and team management skills
• Strategic thinker with the ability to develop and execute customer success initiatives
• Adaptability and the ability to thrive in a fast-paced startup environment
• Proven experience (5+ years) in customer success, account management, Technical Sales, or a related role, with a track record of driving customer satisfaction and retention
• Excellent communication, negotiation, and interpersonal skills
• Empathy and a customer-centric mindset