Head of Customer Success

at ExecuNet
Location San Francisco, CA
Date Posted April 9, 2021
Category Default
Job Type Full-time

Description

As our first Head of Customer Success, you will build and lead a high-performing team while also being front and center with our customers to help expand their use of Company services. 

You will be instrumental in defining the strategic direction and operational strategies for how Company connects product value to customer outcomes, working with the most exciting blockchain projects in the space to build a decentralized future together.

Your Impact

  • Work closely with our senior management team, taking responsibility for the overall customer success strategy 
  • Build and lead a world-class customer success team 
  • Develop and implement the policies and processes for measuring and managing customer success activities across all functional areas
  • Develop new strategies and techniques to improve the quality and breadth of services we provide to customers and the value they get from Company
  • Work with cross-functional counterparts to solve customer problems, as well as to improve our service offerings and the overall customer experience
  • Own the retention of customers as well as working with our Head of Sales to develop and cross-sell/upsell opportunities

Requirements

  • Experience in leading a successful customer service team for a highly technical product
  • Ability to influence and communicate with C-suite/VP level stakeholders
  • Experience working in a fast paced (preferably startup) environment 
  • Critical and analytical thinker; with a strong focus on operational excellence and quality management using data and metrics, both qualitative and quantitative
  • Passion for identifying, coaching and mentoring high-performing team members
  • Strong prioritization skills with the ability to  drive multiple concurrent projects from beginning to end
  • Ability to be efficient with limited resources, and to understand user business needs deeply
  • Demonstrated ability to prepare, present, and execute strategic roadmaps

Desired/Optional Qualifications

  • Experience working with and managing across multiple countries and cultures
  • Interest in blockchain technology
  • Open source experience/interest