Head of Customer Success
July 30
Description
• Join zeroheight for the opportunity to have a significant impact as CS leader responsible for the success of some of the most prestigious companies in the world • Leading an incredibly talented team of 4 CSMs and 1 CSM / CS Ops • Work very closely with other zeroheight leaders to ensure smooth collaboration and alignment • Continuously look for ways to improve our CS best practices, processes, and customer retention • Keep abreast of market and customer trends, seek out industry benchmarks, and communicate where zeroheight sits within those and what we should be aiming for
Requirements
• You’re a proven CS leader and manager with 7+ years of Customer Success experience including at least 3+ years as a high-performing CS leader / manager • You’ve led CS in a mid-market / enterprise B2B SaaS company (10k-100k ARR accounts) • You have a track record of leading teams that achieve best-in-class mid-market / enterprise B2B CS targets (above 90%+ gross revenue retention and above 100%+ net retention) • You’re experienced with CS best practices, tools and methodologies such as customer health scoring • You have a track record of successful collaboration with Sales and Product leaders, who can ideally provide references for you • You’re a great communicator and leader and have excellent relationship management skills • You’ve dealt with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively • You’ve hired and retained top-tier CSMs by fostering a high-performance culture, but also by developing a supportive and people-first culture in your CS teams • You have CS leadership experience at a “growth stage” company (10M-100M ARR) • You have experience in a company that combines freemium/product-led growth with a B2B mid-market/enterprise sales motion (10k-100k ARR accounts) • You have experience leading a segmented CS team with a variety of engagement models • You have experience successfully managing a remote as well as international team • You have good product / technology knowledge and can get up to speed on our industry and our customers’ problems quickly and become a trusted advisor / domain expert yourself
Benefits
• Your travel and accommodation expenses will be fully covered by zeroheight • Find out more about our team and company perks here :)
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