Head of Customer Success

Summary

Join Katrisk, a leading catastrophe risk modeling solutions provider, as the Head/Director of Customer Success. You will champion customer satisfaction, retention, and growth, acting as a strategic partner to ensure clients fully utilize our products and services. This role involves close collaboration with various teams to enhance the customer experience and drive continuous improvement. You will oversee a portfolio of accounts, onboard new customers, and maintain strong relationships with key stakeholders. The position requires extensive experience in customer success and account management, along with strong technical acumen and communication skills. Katrisk offers a remote work location.

Requirements

• 10+ years of experience managing customer accounts and relationships
• Proven track record in customer success, technical sales, or account management
• Experience building the Customer Success function from 0 to 1
• Strong technical acumen with the ability to learn and apply new skills in a fast-paced environment
• Excellent verbal and written communication skills
• Refined presentation skills and executive presence
• Highly organized, professional, and mature
• Effective problem-solver with the ability to operate with limited information
• Project management skills to manage customer issues and escalations

Responsibilities

• Oversee a portfolio of accounts with the goal of yearly retention and revenue expansion
• Onboard newly signed customers, leveraging a strong understanding of KatRisk’s products and customer methodologies
• Establish regular communication with accounts to understand their business goals and strategic imperatives
• Ensure customers are achieving their objectives and effectively utilizing KatRisk’s products
• Build and maintain long-term relationships with primary customer stakeholders
• Communicate the product roadmap to customers, highlighting impactful features and functionalities to drive adoption and retention
• Identify and manage customer escalations, driving resolution internally and externally
• Collaborate with Sales and Leadership to mitigate churn risk and ensure ongoing customer success
• Prepare and execute customer success plans
• Partner with Sales on new prospects and cross-sell opportunities
• Work with Marketing to build customer references and user stories
• Track and report key customer success metrics, including customer churn and renewals

Preferred Qualifications

• Background in modeling/data and insurance
• Start Up and Insurtech experience

Benefits

Remote. Location: Remote