Kinsta
Head of Customer Success
Job Details
We’re seeking a Head of Customer Success to shape the customer success strategy. The Head of Customer Success will be responsible for overseeing the customer success initiative, a cross-functional effort focused on increasing customer satisfaction, achieving early adoption, improving retention and expansion, and reducing churn. The Head of Customer Success is also responsible for the day-to-day management and operational leadership of the Customer Success team, one of several teams that are part of the overarching customer success initiative. The Customer Success team itself is not responsible for commercial aspects and conversations such as upsells and renewals. The Account Management team within our Sales department is responsible for these efforts and is one of the cross-functional teams within the customer success initiative.
Responsibilities
* Coordinate and drive the cross-functional focal areas of the Customer Success initiative: onboarding, adoption and engagement, retention, expansion, and advocacy and feedback
* Coordinate and run regular Net Retention Revenue (NRR) review meetings, attended by stakeholders, to discuss progress.
* Architect and oversee a live onboarding program designed to ensure smooth onboarding and rapid adoption.
* Manage feedback programs, such as cancellation surveys and anniversary surveys, with the goal of enhancing customer satisfaction, driving change, and increasing response rates.
* Design, implement, and manage programs that increase the adoption of new and existing features and services on our platform.
* Design, implement, and manage workflows for monitoring, assisting with, and escalating tickets/chats to ensure progress and positive outcomes.
* Design, implement, and manage internal alerting programs, flagging potential upsell opportunities, churn-like behavior, and indicators of poor customer experience.
* Manage the day-to-day operations of the Customer Success team. Review interactions, provide coaching, and ensure team members are achieving desired outcomes in implementing the programs, workflows, and processes that contribute to customer success goals.
* Responsible for overseeing the customer success initiative, a cross-functional effort focused on increasing customer satisfaction, achieving early adoption, improving retention and expansion, and reducing churn.
* Responsible for the day-to-day management and operational leadership of the Customer Success team.
Perks
Annual remote expense budget. Flexible PTO. Paid parental leave. Annual professional development budget: available after one year with the company. Sabbatical: available after three years with the company (and every three years thereafter). Location-specific healthcare benefits (including vision and dental) for employees hired in the USA, UK, and Hungary. Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA