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Head of Customer Success

hace 3 semanas

Colombia Huila OnceHub A tiempo completo

We have always been a remote company spread across seven countries and five continents. You’ll work remotely from your home in Colombia and report directly to the Chief Customer Officer.

In this role you will lead a team of customer success managers that will work with our accounts to ensure they realize the full value of our products. Your team will be responsible for onboarding and activation, expansions and renewals. Your work will involve automations to reach out to customers at scale plus account management of our enterprise accounts. To succeed in this role, you will have to be deeply involved in ensuring that your team functions seamlessly with a strong focus on operational excellence and customer satisfaction.

**In this role, you will**:

- Be in-charge of delivering a seamless customer experience across all stages and touch points in the customer journey
- Drive global initiatives to improve customer activation, onboarding, expansion and retention
- Ensure that the customer success team works in collaboration with all other business functions
- Leverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycle
- Manage a portfolio of premium customers, across the entire lifecycle
- Further develop and mature playbooks, aligning to key moments that matter for time to value, feature adoption, expansion and renewals
- Dig into data to pull actionable insights that help to guide and measure
- Collect and share insightful feedback from our customers back into the marketing, and product teams

**To be successful in this role, you will need the following**:

- A degree from a reputable university
- 5+ years of leadership in Customer Success/Account Management within SaaS, preferably in support of technology products
- Experience in leading and driving customer facing initiatives with cross-functional teams
- Strong process/project management skills with the ability to think strategically and implement tactically
- Excellent written and verbal English communication
- You are experienced at proactive engagement during the customer journey and know the moments that matter
- As a solver by nature, you eagerly look for new ways to do things that help the team scale
- You are team and goal oriented, with an ‘impact first’ and “take initiative” mindset
- Have the opportunity to work virtually in the US market and compete with best in class companies who are on the front line of innovation
- Work in a modern SaaS, Product-led company
- Work remotely from home, saving you commuting time and promoting work-life balance
- Get exposure to working with stakeholders on a global level across different industries
- Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
- Join a fantastic organizational culture that places learning at the center of what we do
- Socialize with colleagues at our bi-annual company retreats - typically held at an international location (will resume once Covid-19 is under control)
- Receive a competitive salary
- Work in a multicultural environment

If you want to contribute directly to the growth of an innovative SaaS company, please send us your CV along with a cover letter.