Customer Success Head

Job Summary: Responsible for long-term relationships with clients, improving their over-all experience, and driving customer satisfaction.

Job Descriptions:

Customer Retention:

• Oversee effectiveness of customer on-boarding process
• Ensure retention of clients by building customer loyalty and engagement programs
• Identify opportunities for upselling or cross-selling additional products and services
• Gather and analyze data to consistently improve retention rate

Customer Service:

• Draft customer service guidelines and implementation plan
• Collaborate with internal departments to develop and execute customer success strategies
• Analyze customer feedback and communicate product and process innovations
• Work with external entities including but not limited to collection companies and government agencies to manage customer escalations and complaints

Qualifications:

• Holds a bachelor’s degree in business, Finance, Marketing, Communications, or any related field
• At least two (2) years of experience as a Customer Success Manager or in customer success roles
• Experience in managing customer success programs, customer retention, and upselling strategies
• Strong communication skills, both written and verbal
• Excellent negotiation and problem-solving skills, and critical thinking abilities
• Familiarity with CRM tools and other software relevant to executing customer success initiatives