Customer Success Head

We are looking for an experienced Customer Success Head to lead our customer success team and ensure our clients achieve maximum value from Vizmo s solutions. This role is pivotal in driving customer satisfaction retention advocacy and operational efficiency. The ideal candidate will have a strong understanding of customer lifecycle management technical expertise leadership skills and the ability to build scalable processes that drive consistency and impact.

As a senior leader you will oversee the customer journey postsales manage and mentor a highperforming team develop processes for operational excellence and collaborate across departments to enhance customer experience and align with business goals.

Responsibilities

Customer Success Strategy and Leadership

• Develop and execute strategies to enhance customer satisfaction retention and value delivery.
  
• Lead the creation and refinement of scalable processes to streamline customer success operations and ensure consistent delivery of exceptional customer experiences.
  
• Serve as a trusted advisor to key customer stakeholders and executive sponsors.
  
• Mentor and guide the customer success team fostering high performance professional growth and accountability.
  
• Represent the voice of the customer across internal teams to drive improvements in products processes and services.
  

Customer Relationship Management

• Build and nurture strong relationships with customers to enhance satisfaction loyalty and advocacy.
  
• Understand customers business challenges and goals providing tailored and impactful solutions.
  
• Proactively monitor customer activity to identify risks growth opportunities and areas for improvement.
  

Customer Retention and Revenue Growth

• Develop strategies to ensure customer and revenue retention through impactful engagement and value delivery.
  
• Track and analyze customer satisfaction metrics to improve solution effectiveness and engagement strategies.
  
• Oversee the customer journey including onboarding training and deployment ensuring seamless and successful transitions.
  

Process Creation and Operational Excellence

• Design document and refine customer success processes to drive efficiency transparency and accountability.
  
• Standardize workflows across the customer lifecycle including onboarding account management and renewals.
  
• Establish performance metrics track KPIs and implement improvements to achieve optimal results.
  

Collaboration and Problem Resolution

• Partner with Sales Support and Product teams to address and resolve customer issues effectively.
  
• Act as a bridge between customers and internal teams to ensure seamless communication and swift resolution of concerns.
  
• Drive initiatives to secure account renewals and identify upselling opportunities.
  

Leadership and Team Building

• Excel in customerfacing roles such as expectation setting timeline management and project execution.
  
• Inspire and lead the customer success team cultivating a collaborative and resultsdriven culture.
  
• Ensure team members have the tools resources and guidance needed to succeed in their roles.
  

Requirements

Required Skills

1. CustomerCentric Approach: Strong ability to understand and address customer needs pain points and business challenges.
   
2. ProcessOriented: Expertise in creating and optimizing processes to enhance efficiency and effectiveness.
   
3. DetailOriented: Exceptional attention to detail with robust communication and collaboration skills.
   
4. DataDriven: Proven ability to use data and analytics to guide decisionmaking and actions.
   
5. Technical Aptitude: Experience working with enterprise software tools and familiarity with cloud technology (API integrations).
   
6. Leadership: Demonstrated ability to lead teams mentor individuals and manage customer accounts effectively.
   

Desired Skills

1. Customer Success Expertise: Motivated by driving customer success and delivering longterm value.
   
2. Account Management: Experience managing large complex accounts in customerfacing roles.
   
3. Systematic Thinking: Organized and methodical in managing customer information and meeting commitments.
   
4. Startup Mindset: Comfortable working across domains in a dynamic startup environment.
   
5. SaaS Experience: 3 5 years of experience in a B2B SaaS environment with a focus on customer success.
   

Benefits

What We Offer:

• Competitive salary and benefits package.
  
• Opportunities for professional growth and development.
  
• A collaborative and inclusive work environment.
  
• Flexible work arrangements including remote work options.