Head of Customer Success

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

📋 Description

• Lead the Global Customer Success team at Nuvolo to enhance the maturity level in providing exceptional client service.

• Optimize customer retention, Net Revenue Retention, and opportunities for expansion.

• Build, scale, mentor, train, coach, and manage the performance of the Customer Success team.

• Formulate and implement a scalable customer success strategy along with a proactive customer engagement model.

• Foster product adoption, customer satisfaction, customer health, advocacy, references, and account development.

• Create and uphold customer health scoring systems to predict risks and opportunities effectively.

• Lead post-sales escalations in collaboration with the Head of Customer Experience.

• Streamline the customer journey from onboarding through renewal and expansion phases.

• Develop cross-functional partnerships to ensure a cohesive customer experience.

• Innovate Quarterly Business Reviews and Executive Business Reviews for key customers.

• Cultivate customer advocates and work with Marketing on case studies, referrals, and success narratives.

• Collaborate with Sales to facilitate customer handoffs and devise expansion strategies.

• Share customer insights with Product & Innovation leaders to shape the product roadmap.

• Partner with Marketing, Support, Professional Services, and leaders from other departments.

• Oversee Path to Green initiatives and the ongoing delivery, support, and operations.

• Refine Customer Success playbooks and account development strategies.

• Advance customer success metrics and KPIs while taking ownership of retention and expansion forecasting.

• Utilize Gainsight, Salesforce, and other Customer Success technologies to automate and scale engagement.

• Enhance CSM playbooks, workflows, and reporting mechanisms.

⛳️ Requirements

• Over 10 years of experience in a Customer Success Leadership role addressing complex issues.

• Proven ability to build and nurture high-performing teams.

• Exceptional written and verbal communication skills at the executive level.

• Capability to influence without authority and effectively manage stakeholders.

• Extensive experience in leading and managing complex critical incidents.

• Proficient in managing multiple initiatives at once.

• Technical expertise in complex systems.

• Experience in directing and enhancing collaboration with global teams.

• Strong problem-solving and analytical capabilities.

• Ability to leverage data for informed decision-making and continuous improvement.

• Excellent cross-functional collaboration and communication skills.

• Strong organizational abilities.

• Dedicated to measuring the impact of both personal and team performance.

🏝️ Benefits

• Comprehensive health insurance for employees and their families, including holistic wellness programs and incentives.

• Coverage for fertility treatments.

• Assistance for adoption and surrogacy.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave benefits.

• Volunteer leave options.

• Parental leave provisions.

• 401(k) matching contributions.

• Educational and training opportunities available through company programs.

• Tuition assistance support.

• Assistance with student debt.