Head of Customer Success

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the primary liaison for KatRisk's client portfolio, fostering deep, trust-based relationships with key stakeholders.

• Create and implement customer success strategies that enhance adoption, retention, and growth.

• Oversee the onboarding process for new clients, ensuring a seamless and effective implementation experience.

• Track client health and proactively identify potential risks, formulating action plans to mitigate churn or dissatisfaction.

• Lead and mentor team members, offering guidance and encouraging their professional growth.

• Collaborate with the sales team on renewals and opportunities for upselling.

• Represent the voice of the customer internally, relaying client feedback to product and engineering teams to shape the product roadmap.

• Design and maintain customer success playbooks, processes, and metrics to scale the function as KatRisk expands.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or a similar client-facing role, ideally within a B2B SaaS or data/analytics setting.

• Established track record of managing and growing a portfolio of enterprise or technical clients.

• Experience in the insurance, reinsurance, or catastrophe risk sectors.

• Comfortable in a hands-on, startup-like environment where you will both formulate strategies and execute them.

• Excellent communicator capable of simplifying complex technical concepts for non-technical audiences.

• Proven ability to manage and develop direct reports.

• Proficient in CRM and customer success tools (e.g., Salesforce, Gainsight, or equivalent).

• Self-driven, organized, and comfortable working remotely across different time zones.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• A collaborative and innovative company culture.