Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Technical Client Success Manager for AI-focused strategies and client communication. Engage with Sales and Technical teams to ensure client satisfaction and technology adoption.
Responsibilities
- Serve as the primary liaison for key accounts, ensuring they aren't just "happy," but are successfully adopting the technology we deploy.
- Identify opportunities within existing client accounts where AI or Automation solutions could solve a business pain point, and tee these up for the Sales team.
- Conduct quarterly business reviews (QBRs) with a focus on value delivery and technology road-mapping.
- Act as the bridge between Sales and Technical teams to validate complex orders.
- Assist in the creation of Scopes of Work (SOW), utilizing your organizational skills to ensure no detail is missed during the quoting process.
- Maintain impeccable data hygiene in our CRM/PSA, potentially utilizing AI tools to summarize client interactions and action items.
- Own the critical "Sales-to-Operations" handoff. You are responsible for ensuring the Project Management (PM) team has everything they need to start a project successfully.
- Manage client expectations during the onboarding phase, ensuring clear communication channels are established.
- Troubleshoot roadblocks during the provisioning process so the Sales team can focus on selling and the PM team can focus on deploying.
- Be an internal champion for efficiency. Use your independent judgment to suggest new AI tools or automations that could make the Sales or Onboarding process faster.
- Stay educated on the rapidly changing AI landscape (Microsoft Copilot, ChatGPT, Automation platforms) to better converse with clients and improve your own productivity.
Requirements
- 2+ years of experience in an MSP, SaaS, or Technical Account Management role.
- Passion for AI & Automation: Demonstrated interest in or experience with using AI tools to increase productivity is a major plus.
- Strong understanding of the MSP lifecycle (Ticketing, Quoting, Onboarding).
- Experience with MSP tools (ConnectWise, Autotask, HubSpot, etc.) is preferred.
- Excellent written and verbal communication skills—you can translate "Geek" to "English."
Benefits
- Health
- 401k
- PTO
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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