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Head of Customer Success
hace 1 día
We are seeking a strategic and experienced Head of Customer Success to lead and scale the global customer experience function. This role offers full ownership of the end‑to‑end customer journey, from onboarding to post‑sales support, ensuring satisfaction, loyalty, and operational excellence. You will build, mentor, and inspire a high‑performing team while collaborating closely with sales, marketing, and technical partners to enable growth and optimize processes. The position combines strategic leadership with hands‑on problem solving, requiring a proactive approach to improving workflows, automation, and customer communications.
The ideal candidate thrives in a fast‑paced, remote environment, enjoys driving measurable impact, and is passionate about delivering exceptional client experiences on a global scale. Accountabilities Lead and manage the customer success function, establishing scalable strategies, KPIs, and team goals aligned with business objectives. Build, mentor, and guide a high‑performing team across support, after‑sales, and service coordination. Oversee post‑sales operations including client onboarding, equipment setup, technical coordination, and ongoing support.
Enable sales processes through effective communication across email, SMS, and social channels, ensuring accurate quotes, invoices, and order follow‑ups. Manage shipping, damages, returns, and related customer communications, optimizing processes in collaboration with logistics teams. Identify recurring operational challenges and implement process improvements or automation to enhance both efficiency and client experience. Collaborate cross‑functionally with marketing, sales, and technical teams to support growth initiatives and enhance customer satisfaction.
Requirements
Minimum 5 years of experience in client‑facing operations or customer success roles, with at least 2 years in a leadership capacity. Strong background in e‑commerce operations; experience with Shopify and QuickBooks preferred. Excellent written and verbal communication skills, with an ability to manage complex client interactions effectively. Strong analytical, problem‑solving, and process improvement skills with high attention to detail.
Experience
in professional coffee equipment, specialty coffee, or related industries is a plus. Proven ability to lead remote, globally distributed teams and drive measurable results.
Benefits
Remote‑first, flexible work environment with a globally distributed team. Opportunity to lead and shape a high‑impact customer success function. Collaborative and passionate culture, driven by innovation and excellence. Exposure to fast‑growing, high‑impact projects and meaningful professional development. #J-18808-Ljbffr
