Head of Scaled Customer Success

Summary

Join Supermetrics as the Head of Scaled Customer Success and lead a team focused on customer activation, engagement, retention, and growth. You will collaborate with various stakeholders to develop and implement a customer success strategy, ensuring an excellent experience for over 13,500 customers. This role blends strategic responsibilities with hands-on work, including building automated customer journeys and analyzing customer feedback. The ideal candidate possesses 3+ years of experience leading a customer-facing team and a strong background in building automated customer journeys in B2B SaaS. Supermetrics offers a competitive compensation package, including equity, great work equipment, healthcare benefits, a personal learning budget, and a sports and wellbeing allowance.

Requirements

• 3+ years of experience leading a team in a customer-facing function, either in scaled customer success, digital customer success, customer experience, customer engagement, or similar
• Strong background in building automated customer journeys for a large number of customers, ideally in B2B SaaS
• A data-driven approach to your work; you can analyze data, make hypotheses, and track the progress of your initiatives
• A collaborative way of working and strong communication skills

Responsibilities

• Lead a team of professionals focusing on customer activation, engagement, retention, and growth at scale
• Work closely with the CCO and product leadership to create and execute a scaled customer success strategy at Supermetrics
• Be responsible for ensuring an excellent customer experience for our 13,500 no-touch and low-touch customers together with our product and support teams
• Build customer journeys for our customers, ensuring they can use data as their marketing superpower!
• Setting priorities and focus areas for yourself and the Scaled Customer Success team and ensuring the team has everything they need to succeed
• Creating and optimising automated customer journeys in Hubspot ensuring a better onboarding and engagement experience for our customers
• Analyzing customer feedback and pain points and ensuring our customers are heard across the company
• Identify possible growth opportunities and plan for how to take them from an idea to action. This might include payment failure optimization, expansion campaigns, churn reduction initiatives, or anything else that could drive a positive change for our customers and company

Preferred Qualifications

Experience in online customer communities

Benefits

• Competitive compensation package, including equity
• Great work equipment and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Annual 1000 euros of personal learning budget
• Sports and wellbeing allowance