What is a Head of Customer Success doing? Job description and responsibilities

What does a Head of Customer Success do?

The Head of Customer Success is responsible for leading and managing the customer success team to ensure exceptional customer satisfaction and retention. Reporting directly to the Chief Operating Officer, this role involves developing and implementing strategies to drive customer success, overseeing customer onboarding and support processes, and collaborating with cross-functional teams to enhance the overall customer experience. The Head of Customer Success will play a crucial role in driving customer loyalty and maximizing the value customers derive from Master's products and services.

Responsibilities of Head of Customer Success

• Develop and implement strategies to enhance customer satisfaction and retention.
• Lead a team of customer success managers and provide guidance and support to ensure exceptional customer service.
• Establish and maintain strong relationships with key customers, understanding their needs and proactively addressing any issues or concerns.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to drive customer success initiatives and improve overall customer experience.
• Analyze customer data and feedback to identify trends and opportunities for improvement, and make data-driven recommendations to senior management.
• Develop and deliver customer success training programs to ensure consistent and effective service delivery across the organization.
• Monitor and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, renewal rates, and upsell/cross-sell opportunities.
• Stay up-to-date with industry trends and best practices in customer success management, and apply relevant knowledge to continuously improve processes and strategies.
• Act as a customer advocate within the company, representing customer needs