Head of Customer Success

Summary

Join Search Atlas Group, an SEO software company, as the Head of Customer Success to propel growth in a fast-paced startup culture.

Requirements

• Customer-focused mindset with a passion for delivering exceptional experiences
• Someone really technical minded who can dive in and learn our product inside + out!
• Ability to record Loom videos demonstrating product issues / usability problems, along with presenting solutions
• SaaS or SEO background a huge plus!
• Someone looking for a fast-paced startup culture to grow in
• Strong leadership and team management skills
• Fluent in written + verbal English

Responsibilities

• Leading daily team stand-ups
• Managing our Product Specialist team
• Learning + knowing the product inside and out!
• Keeping a pulse on customer experience/satisfaction with our product + solving problems when they arise
• Communicating with clients on live chat/other online platforms to help solve problems and answer questions
• Develop proactive client communication strategies and escalation protocols
• Design and implement scalable customer success processes
• Create standardized onboarding and engagement frameworks
• Develop client feedback mechanisms and satisfaction surveys
• Establish best practices for client reporting and communications
• Adapting to the role as needed

Benefits

• $3000-4000 a month
• PTO