Clearbrief · 2 days ago

Head of Customer Success

United States

Full-time

Hybrid

Senior Level

5+ years exp

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Artificial Intelligence (AI)Document Management

Hiring Manager

Tara Ghei

Insider Connection @Clearbrief

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Responsibilities

Lead and manage the customer success team, focusing on product adoption, user engagement, and revenue growth across customer base of boutique firms and enterprise customers

Refine onboarding processes and customer journey strategies

Optimize customer success pipeline and implement engagement strategies to expand usage and ensure delighted customers

Refine upsell processes and expansion within user base

Own and drive key performance indicators for customer usage, engagement, and expansion

Act as a brand ambassador, providing excellent customer support and product expertise

Collaborate with sales and marketing teams to communicate product features effectively

Become an expert in target customer personas and translate that expertise into customer success operational strategy

Manage escalated support issues and enhance scalable processes for issue resolution

Gather and translate customer feedback into actionable insights for product improvement

Stay updated on product developments and represent the customer voice in team meetings

Qualification

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Customer success managementCRM systemsCustomer support toolsResults-driven mindsetProcess improvementTechnical translationProblem-solvingTeachingTrainingCommunicationInterpersonalAdaptabilityPrioritizationLegalLegal Tech