Head of Customer Success

Are you interested in championing a product that makes work better? The science is clear: happier employees are more productive and stay at companies longer-everyone wins!

Where you fit in

Humu is looking for a Customer Success leader who's extremely passionate about customer advocacy and growth, a motivational leader, and has strong analytics chops with a proven track record to back it up. Our Head of Customer Success will manage, build, and lead the Customer Success team reporting to the COO. This team supports the day to day needs of our customers and drives the expansion of our business by retaining and helping to grow our existing accounts.

The details

Responsibilities

• Lead and inspire a high performing team that delivers successful implementations and projects to a rapidly growing portfolio of customers
• Act as liaison between your team and stakeholders in sales, product, engineering
• Own the customer journey to deliver value and excellence
• Synthesize customer feedback and work with internal teams to respond to customer needs
• Ensure customer escalations are quickly and properly addressed
• Build out and utilize tools and processes to monitor, analyze, and report on customer satisfaction and team performance. Report on effectiveness of strategies and tactics to improve CSAT scores, reviews, and other customer success metrics
• Optimize communications and process to create a best-in-class customer experience
• Define and drive methodology and tools for the team
• Monitor team performance and provide coaching as needed to ensure both individual and team KPI deliverables are met

Qualifications

• 10+ years Professional Services or customer success experience with a proven track record
• 5-10+ years of leadership experience
• Experience in Enterprise SaaS
• Ideally been part of a leadership team that experienced significant growth (ie, $10-100M)
• Strong leadership, strategic, problem solving, and managerial capabilities
• Experience building, scaling, and managing a high functioning CSM and professional services team in a high growth environment
• Excellent communication, presentation, and interpersonal skills with the ability to deliver high-quality written and verbal content to different audiences
• Excellent project management skills, including an ability to take inputs from a variety of internal and external sources and maintain up-to-date documentation
• Experience driving customer satisfaction metrics (CSAT and NPS scores, reviews, etc)
• Ability to thrive in an ambiguous, fast-paced setting without ready made processes
• Positive attitude with a desire to communicate with our customers before they have a chance to ask questions.
• Use quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, up-sell, and churn reduction
• Serve as one of the key leaders driving relationships with our customers and ensuring their success
• Work cross-functionally internally across Sales, Product, and Engineering to help our customers be successful
• This role is open to remote US based candidates