Swooped · 1 day ago
Head of Customer Success
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Lead, mentor, and develop a high-performing Customer Success team. Foster a culture of continuous improvement and professional growth.
Develop and implement strategies to maximize customer retention, satisfaction, and product adoption. Monitor key metrics such as Net Promoter Score (NPS), customer churn, and renewal rates.
Cultivate strong, long-term relationships with key stakeholders at various customer organizations, understanding their goals and ensuring they achieve desired outcomes with the solutions provided.
Refine and optimize customer onboarding, training, and engagement processes to ensure a seamless and positive customer experience. Identify opportunities for efficiency and scalability.
Work closely with Sales, Product, and Marketing teams to ensure alignment in delivering value to customers. Advocate for the customer internally and relay feedback to influence product development and improvements.
Develop strategies for driving contract renewals. Partner with Sales and Account Management to achieve revenue goals while ensuring customer success.
Track and analyze customer data, usage patterns, and feedback to identify trends and inform decision-making. Provide regular reports to the executive team on customer health and team key performance indicators (KPIs).
Serve as the voice of the customer within the organization, ensuring customer needs and experiences are considered in strategic decisions. Build and manage customer advocacy programs and reference accounts.
Oversee the management of critical customer escalations, ensuring issues are resolved promptly and effectively while maintaining a strong relationship with the customer.
Qualification
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Required
Deep understanding of customer success methodologies.
Passion for fostering strong customer relationships.
Proven experience in leading teams to meet retention, growth, and customer satisfaction targets.
Lead, mentor, and develop a high-performing Customer Success team.
Develop and implement strategies to maximize customer retention, satisfaction, and product adoption.
Monitor key metrics such as Net Promoter Score (NPS), customer churn, and renewal rates.
Cultivate strong, long-term relationships with key stakeholders at various customer organizations.
Refine and optimize customer onboarding, training, and engagement processes.
Work closely with Sales, Product, and Marketing teams to ensure alignment in delivering value to customers.
Develop strategies for driving contract renewals.
Track and analyze customer data, usage patterns, and feedback to identify trends.
Serve as the voice of the customer within the organization.
Oversee the management of critical customer escalations.
Preferred
5-7+ years of experience in customer success, account management, or a related field, including at least 4 years in a leadership role.
Proven experience in managing and scaling customer success teams in a fast-paced, SaaS or technology-driven environment.
Strong understanding of customer success metrics and KPIs, with a data-driven mindset.
Exceptional leadership and interpersonal skills, with the ability to inspire and motivate a team.
Excellent communication and presentation skills, with the ability to build strong relationships with internal and external stakeholders.
Proficiency in customer success platforms (e.g., Salesforce) and other relevant tools.
Strong problem-solving skills and the ability to handle challenging customer situations with poise and professionalism.
Experience in SaaS, tech, or B2B environments.
Familiarity with customer onboarding, training, and adoption strategies.
Track record of driving customer satisfaction, retention, and reducing churn.
Ability to manage change and scale operations effectively as the business grows.
Benefits
Medical, dental, and vision insurance plans
Employee wellness program
Home productivity program
Team building program
401(k) savings plan
Flexible PTO policy
12 weeks Parental Leave + 4 additional weeks for the Birthing Parent
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
