Head of Customer Success

2 days ago

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Zafran Security

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Description

• Serve as the main point of contact between the customers and the Zafran team. • Manage and oversee all contract renewals for our customer base, ensuring high retention rates and customer satisfaction. • Develop the customer success team, fostering a culture of customer-centricity and continuous improvement. • Develop and maintain strong relationships with key customers, acting as a trusted advisor to understand their needs and deliver exceptional service. • Establish key performance metrics for the customer success team, track progress, and report on performance to senior management. • Gather and analyze customer feedback to inform product development and improve the overall customer experience. • Collaborate with sales, marketing, product, and engineering teams to ensure customer needs are met and to drive company-wide success. • Oversee the customer onboarding process, ensuring a smooth and positive experience for new customers and quick time-to-value. • Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor to ensure their continued satisfaction and success. • Conduct training sessions to educate customers about the features and benefits of Zafran's platform.

Requirements

• At least 5 years of experience in a senior leadership role (Head of, VP, etc.) within customer success, account management, or a related field. • Strong understanding of the cybersecurity industry and related technologies. • Proven track record of building and leading successful customer success teams. • Ability to develop and execute strategic plans that drive customer success and business growth. • Experience working in a SaaS B2B technology-focused company and a strong understanding of CS best practices. • Strong analytical skills, with the ability to leverage data to drive decisions and optimize processes. • Excellent communication, presentation, and interpersonal skills.