65 applicants

Company

Nozomi Networks · 1 day ago

Head of Customer Success and Renewals

Dallas, TX

Full-time

Remote

Director/Executive

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Growth Opportunities

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Responsibilities

Develop and implement a comprehensive global customer success strategy aligned with the company's overall business objectives.

Lead the customer success and renewals teams to ensure consistent and high-quality customer experiences.

Collaborate with cross-functional teams, including sales, marketing, product development, and support, to align efforts and drive customer-centric initiatives.

Design and oversee the execution of customer onboarding, training, and support programs to ensure customers derive maximum value from the company's products and services.

Monitor customer health metrics, identify at-risk accounts, and implement proactive measures to improve customer satisfaction and retention.

Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for major issues.

Develop and manage a systematic renewals process to ensure timely and successful contract renewals.

Analyze and optimize renewal rates, identifying opportunities to increase customer lifetime value.

Collaborate with the finance team to forecast and report on renewals performance and revenue.

Build, mentor, and lead a global team of customer success managers and renewal specialists.

Foster a culture of continuous improvement, professional growth, and high performance within the team.

Set clear performance objectives, provide regular feedback, and conduct performance reviews.

Define and track key performance indicators (KPIs) related to customer success and renewals.

Provide regular reports to senior management on customer success metrics, renewal rates, and initiatives' outcomes.

Utilize data and insights to drive strategic decisions and improve customer success programs.

Serve as the voice of the customer within the organization, advocating for customer needs and ensuring they are addressed.

Gather and analyze customer feedback to inform product development and service enhancements.

Develop and manage customer advocacy programs to cultivate customer testimonials, case studies, and references.

Qualification

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Customer Success ManagementRenewals ManagementStrategic LeadershipMicrosoft Office SuiteSFDC

Required

Strong proven knowledge of Customer Success and what it takes to build a world class function.

Trusted advisor in all things relating to Customer Success and Renewals with the hands on ability to execute on process implementation and improvements.

Complimentary commercial rigor in renewals in being able to balance the need to drive to a renewals number and the strong performance rigor that this requires, while maintaining a customer success culture.

Exceptional verbal and written communication skills, adept at conveying complex ideas clearly and professionally.

Strategic mindset.

Skilled at presenting through storytelling and the use of industry language.

Strong interpersonal skills with a strong focus on delivering outstanding customer service, fostering positive relationships, and resolving inquiries effectively.

Proven experience in leading Customer Success teams. Extremely advantageous if you have also managed a Renewals function.

Excellent organizational abilities coupled with strong attention to detail.

Adept problem-solving capabilities, proficient in identifying and addressing challenges proactively.

Demonstrated leadership acumen, capable of effectively supervising teams, providing guidance, and inspiring peak performance.

A customer-centric mindset and a passion for delivering outstanding service and building long-term relationships with clients.

Proficient with Microsoft Office Suite or related software.

Strong user of SFDC.

Bachelor’s degree required.