Head of Support

Head of Support

Key Responsibilities:

• Develop and implement customer success strategies to ensure customer satisfaction, retention, and revenue growth
• Leading and managing the customer success team:
• Building a high-performing team by hiring, training, coaching, and developing team members
• Setting clear goals and objectives for the team and ensuring they are met
• Providing guidance and support to the team to ensure they are delivering exceptional customer experiences
• Work cross-functionally with other departments to ensure that customer needs are met and issues are resolved in a timely and effective manner
• Developing and implementing customer success strategies:
• Creating and implementing customer success strategies that align with the company’s goals and objectives
• Identifying and implementing best practices for customer success
• Analyzing customer data and feedback to improve the customer experience
• Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities and drive revenue growth
• Measuring and reporting on customer success metrics:
• Identifying key performance indicators (KPIs) to measure customer success
• Tracking and analyzing customer success metrics to identify areas for improvement
• Reporting on customer success metrics to the executive team and other stakeholders
• Stay up-to-date on industry trends and best practices related to customer success and share knowledge with the team

Qualifications:

• 4+ years of experience in customer success, account management, or related field, with at least 2 years in a leadership role
• Strong leadership and management skills, with the ability to inspire and motivate a team
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team and internal stakeholders
• Data-driven mindset, with the ability to use data to inform decisions and drive results
• Strong project management and organizational skills, with the ability to manage multiple projects and priorities simultaneously
• Experience in SaaS or technology industry

What we offer: Fully remote work from anywhere in the world. Fast-growing international product company with ambitious goals and minimal bureaucracy. Strong team, supportive leadership, and real opportunities for growth. 20 working days of vacation, 5 paid days off, and paid sick leave. Corporate benefits: Online yoga and functional training. Corporate English classes (group & individual). Sports challenges, online games, and interest clubs. Online/offline team buildings and corporate events. Internal courses and training programs. Professional conferences and industry events.