Head of Customer Success

Job Description for Head of Customer Success

KEY SKILLS

• Customer Success Strategy

• Client Relationship Management

• Team Leadership Coaching

• Service Delivery Optimization

• Churn Reduction Retention

• Onboarding Implementation

• Account Management Upselling

• Cross-Functional Collaboration

• Process Improvement Standardization

• Contract Renewals Growth

• Stakeholder Management

The ideal candidate should have:

• Lead a team of Data Analysts, Data Scientists and Account Managers to ensure seamless service delivery and customer satisfaction.

• Developed and executed a comprehensive customer success strategy , focusing on delivering measurable value to clients and improving operational efficiency.

• Collaborated with Sales, Delivery, and Tech teams to align customer needs with service offerings, resulting in increase in customer satisfaction and a reduction in churn.

• Established customer health tracking systems and utilized predictive analytics to proactively identify at-risk accounts, leading to an improvement in retention.

• Designed and launched a comprehensive onboarding program for new clients, reducing onboarding time while ensuring seamless integration of services and early-stage customer success.

• Drove customer advocacy programs by identifying satisfied clients who were willing to participate in case studies, testimonials, and referral programs, increasing new business leads.

• Improved customer engagement by launching regular Business Review Meetings (BRMs) and quarterly reviews, ensuring clear communication of goals, progress, and ROI.

Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual s ability to perform their job