Head of Customer Success
We are recruiting strategic and dynamic Head of Customer Success to lead and grow our newly formed Customer Success team. In this role, you will be responsible for ensuring customers have a seamless onboarding experience, driving long-term customer satisfaction, retention, and growth. You will have the opportunity to join a fast-paced environment that values innovation, collaboration, and a customer-centric approach.
The Head of Customer Success will play a key leadership role in defining the vision and execution of our customer and client success strategy in a global organisation, working cross-functionally with Sales, IT, and Operational teams to deliver exceptional service and value to our clients.
Skills and Experience:
* Proven leadership in customer success, managing teams focused on onboarding and retention.
* Experience building high-performing, customer-centric teams.
* Cross-functional collaboration within matrix structure organisations.
* Strong leadership, communication, negotiation, and interpersonal skills.
* Analytical mindset with strategic decision-making using data and customer insights.
* Expertise in CRM and customer success tools (e.g. Salesforce).
* Deep understanding of customer success best practices and strategies.
* Strong project management skills for managing multiple initiatives.
If you're passionate about driving customer success and leading cross-functional teams, we want to hear from you!
About the role
Key Responsibilities:
* Lead and mentor a high-performing team focused on customer success.
* Oversee streamlined onboarding processes to drive early adoption and reduce churn.
* Define and implement customer success strategies, setting goals and KPIs.
* Collaborate with Sales, IT, and Operations for seamless transitions and communication.
* Develop programs to enhance customer engagement and retention.
* Monitor performance and KPIs for continuous improvement.
* Advocate for customers, addressing pain points and driving enhancements.
* Refine processes for efficiency and scalability.
* Report to senior leadership on successes, challenges, and strategic recommendations.
About the company
All around the world, Healix safeguards people's health and wellbeing.
Required Criteria
* Expertise in CRM and customer success tools (e.g., Salesforce).
* Proven experience in customer success, with strong experience in a leadership role, managing teams focused on customer onboarding and client retention.
* Excellent communication, negotiation, and interpersonal skills to interact effectively with internal stakeholders and customers.
Desired Criteria
* Experience in the Risk / Resilience Management and / or Travel Assistance field.
Skills you'll need
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