Head of Customer Success & NRR Strategy (Remote-First)

Kinsta; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading WordPress hosting company is seeking a Head of Customer Success to shape their customer success strategy. This role involves overseeing the customer success initiative, focusing on onboarding, retention, and customer satisfaction. Candidates should have experience leading customer success teams and a strong background in strategic planning and operational execution. The position is remote-friendly and offers an array of benefits including flexible PTO and professional development budgets.

Benefits

Annual remote expense budget

Flexible PTO

Paid parental leave

Professional development budget

Sabbatical after 3 years

Location-specific healthcare benefits

Pension plan for UK employees

Qualifications

• Demonstrated proficiency in leading a Customer Success team.
• Strong track record of increasing NRR.
• Process and Program Management experience.
• Fluent in English with excellent communication skills.

Responsibilities

• Coordinate and drive Customer Success initiative.
• Manage onboarding program for new customers.
• Oversee feedback programs to enhance customer satisfaction.
• Design workflows for monitoring customer experience.

Skills

Leading a Customer Success team

Increasing NRR

Strategic planning

Operational execution

Communication skills

Managing feedback programs

Job description

A leading WordPress hosting company is seeking a Head of Customer Success to shape their customer success strategy. This role involves overseeing the customer success initiative, focusing on onboarding, retention, and customer satisfaction. Candidates should have experience leading customer success teams and a strong background in strategic planning and operational execution. The position is remote-friendly and offers an array of benefits including flexible PTO and professional development budgets.