Head of Customer Success

Summary

Join Zyte, a globally distributed team, as the Head of Customer Success. Lead the customer engagement, retention, and development strategy to meet retention, expansion, and revenue targets. Manage success metrics, lead onboarding and retention programs, and establish customer success goals. Actively develop new customer opportunities and provide customer feedback for product enhancements. Use data to optimize health scores and report CS metrics to senior management. This role requires a strong technical background and proven success in a leadership role within a SaaS business.

Requirements

• 5+ years demonstrated success in an Account Management or Customer Success role in a technical SaaS business
• 3+ years experience in a leadership role
• Technical background, or experience supporting technical software solutions
• Strong analytical skills, aptitude for metrics and data-driven decision-making skills
• Customer-centric and relationship-oriented at your core, you are committed to ensuring our customers’ success and adoption of Zyte’s products
• Proven track record of achieving results while balancing demanding expectations
• Driven, consultative, curious, entrepreneurial mindset, able to effectively balance competing priorities and make decisions that support Zyte’s growth

Responsibilities

• Lead our total customer engagement, retention and development strategy to deliver on our retention, expansion and revenue targets
• Manage success metrics across the team around product & feature consumption, active users, health score, retention, cross-sell/upsell and lifetime value
• Lead onboarding and retention by driving programmes of adoption to maximise the value customers get from our products
• Lead routines to establish customer success goals, proactively monitor achievement of these, ensure collaborative approaches to business reviews with customers with shared agendas and agreed outcomes
• Actively develop new customer opportunities, advance existing opportunities or assist the Sales team in closing active opportunities by demonstrating industry expertise to gain the prospective customer’s confidence as a trusted partner and adviser
• Provide voice of the customer input into product enhancements based on identified and anticipated customer needs
• Data-driven - use internal systems and operational data sources to optimise health scores and monitoring for KPIs, actions and strategy
• Measure and report CS metrics to Senior Management to demonstrate the team’s impact on customers and on the business

Preferred Qualifications

Experience leading CS for services/professional services in addition to software is a bonus

Benefits

• Become part of a self-motivated, progressive, multi-cultural team
• Have the freedom & flexibility to work remotely
• Get the chance to work with cutting-edge open source technologies and tools