Head of Customer Success

This is a fully remote position, open to applicants in New Jersey, +7 more states.

📋 Description

• Lead the worldwide team of Customer Success Managers.

• Oversee, mentor, and enhance the performance of a team consisting of 10–15 Customer Success Managers.

• Be the trusted individual that the team relies on for guidance.

• Take full ownership of customer escalations from start to finish.

• Serve as a senior presence during customer calls when CSMs require support.

• Implement changes from Customer Success leadership and ensure their lasting integration within the team.

• Manage the daily operations of Customer Success efficiently.

• Identify potential issues early and address them at the right level.

• Communicate relevant information upward.

• Remain customer-facing and actively engaged with account specifics.

• Translate the global Customer Success strategy into actionable execution.

⛳️ Requirements

• Experience as an enterprise Customer Success Manager.

• A minimum of 2 to 3 years of experience managing people in Customer Success.

• Proven management experience as a Senior Manager, Head of, Regional Director, or Team Lead.

• Strong responsibility for personnel matters and customer situations throughout the entire process.

• Highly operational approach and meticulous attention to detail.

• Capability to implement and embed organizational change effectively.

• Excellent communication abilities.

• Demonstrated ability to adapt to various stakeholders.

• Capacity to navigate an ambiguous environment, structuring and prioritizing tasks accordingly.

• A collaborative team player who can enhance the strengths of the team.

• Proven track record in utilizing automation, predictive insights, and intelligent workflows.

• Must currently be a tax resident in one of the employer’s designated hiring locations.

🏝️ Benefits

• Fully remote working arrangements.

• A remote-first team that is globally distributed.

• Company events held a few times each year.

• A fun, collaborative atmosphere.

• No micro-management.

• Freedom to develop your own processes.

• Competitive compensation package.

• Opportunity to work with cutting-edge technology, including GenAI.