Head - Customer Success - Healthcare/IT (9-20 yrs)

Key Responsibilities:

- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.

- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.

- Creating an optimized & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it. They also work with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).

- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.

- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

- Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.

- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.