Remote Head of Customer Success
Apply NowCompany: Takeda
Location: New York, NY 10025
Description:
We're looking for a customer-centric Head of Customer Success Lead that's comfortable operating in an environment where they need to build their own processes from the ground up. They will be a founding member of the Customer Success function and will work directly with the founding team. This role requires a strategic thinker who can manage and grow our customer success team, build strong relationships with customers, and implement processes that enhance customer satisfaction and retention.
Reporting directly to the COO, this role is crucial in building our customer success function from the ground up. The successful candidate will play a pivotal role in shaping our customer success strategies and initiatives, ensuring our clients achieve their goals and derive maximum value from our products and services. This is an exceptional opportunity for someone with a growth mindset and experience in the DTC eCommerce sector.
Key Responsibilities:
* Strategy Development and Implementation:
o Develop and implement a comprehensive customer success strategy aligned with our business goals.
o Define key performance indicators (KPIs) to measure customer success and satisfaction.
o Create and manage customer success playbooks and processes to ensure a consistent and scalable approach.
* Customer Relationship Management:
o Manage a portfolio of accounts
o Build and maintain strong, long-lasting relationships with key customers.
o Act as the main point of contact for customer inquiries, concerns, and escalations.
o Conduct regular check-ins with customers to ensure they are achieving their desired outcomes.
* Customer Onboarding and Training:
o Develop and manage both custom and standard customer onboardings to ensure a smooth transition to our products and services.
o Create and deliver training materials and sessions to help customers maximize their use of our products.
* Retention and Expansion:
o Implement strategies to increase customer retention and reduce churn.
o Identify opportunities for account growth and upsell additional products and services.
o Monitor customer health metrics and proactively address potential issues.
* Customer Feedback and Advocacy:
o Serve as the voice of the customer within Revenue Roll, advocating for their needs and interests.
o Collaborate with the product and engineering teams to communicate customer feedback and influence product development.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Proven experience in customer success or account management roles within B2B SaaS environments.
Experience managing both customer success teams & clients
Expertise in working with ESPs like Klaviyo, Yotpo, and Sendlane.
Demonstrated ability to manage a high volume of clients, including managing large scale enterprise / onboardings
Strong analytical and communication skills to conduct and present business reviews.
Ability to take ownership of client accounts, focusing on retention and satisfaction.
Nice to Have Skills & Experience
Proficiency with Salesforce for tracking and reporting client relationships.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
Reporting directly to the COO, this role is crucial in building our customer success function from the ground up. The successful candidate will play a pivotal role in shaping our customer success strategies and initiatives, ensuring our clients achieve their goals and derive maximum value from our products and services. This is an exceptional opportunity for someone with a growth mindset and experience in the DTC eCommerce sector.
Key Responsibilities:
* Strategy Development and Implementation:
o Develop and implement a comprehensive customer success strategy aligned with our business goals.
o Define key performance indicators (KPIs) to measure customer success and satisfaction.
o Create and manage customer success playbooks and processes to ensure a consistent and scalable approach.
* Customer Relationship Management:
o Manage a portfolio of accounts
o Build and maintain strong, long-lasting relationships with key customers.
o Act as the main point of contact for customer inquiries, concerns, and escalations.
o Conduct regular check-ins with customers to ensure they are achieving their desired outcomes.
* Customer Onboarding and Training:
o Develop and manage both custom and standard customer onboardings to ensure a smooth transition to our products and services.
o Create and deliver training materials and sessions to help customers maximize their use of our products.
* Retention and Expansion:
o Implement strategies to increase customer retention and reduce churn.
o Identify opportunities for account growth and upsell additional products and services.
o Monitor customer health metrics and proactively address potential issues.
* Customer Feedback and Advocacy:
o Serve as the voice of the customer within Revenue Roll, advocating for their needs and interests.
o Collaborate with the product and engineering teams to communicate customer feedback and influence product development.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
Proven experience in customer success or account management roles within B2B SaaS environments.
Experience managing both customer success teams & clients
Expertise in working with ESPs like Klaviyo, Yotpo, and Sendlane.
Demonstrated ability to manage a high volume of clients, including managing large scale enterprise / onboardings
Strong analytical and communication skills to conduct and present business reviews.
Ability to take ownership of client accounts, focusing on retention and satisfaction.
Nice to Have Skills & Experience
Proficiency with Salesforce for tracking and reporting client relationships.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.