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Director of Customer Experience
2 weeks ago
At our organization, we are looking for a highly skilled professional to fill the role of Head of Customer Success. This individual will play a crucial part in helping our customers derive maximum value from our products.
The successful candidate will be responsible for developing and executing a customer engagement, retention, and development strategy that delivers on our retention, expansion, and revenue targets.
Key responsibilities include managing success metrics across the team, leading onboarding and retention programs, collaborating with customers to establish goals and ensure their achievement, actively developing new customer opportunities, and providing voice of the customer input into product enhancements.
- Develop and execute a customer-centric strategy to drive growth and retention.
- Manage key performance indicators (KPIs) such as product consumption, active users, health score, retention, cross-sell/upsell, and lifetime value.
- Lead customer adoption initiatives to maximize value delivery.
- Collaborate with customers to set and achieve business objectives.
- Drive new business opportunities through industry expertise and trusted partnerships.
- Inform product roadmap decisions with customer insights.
- Report customer success metrics to senior management.
