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
- Customer Success Manager at Userpilot cultivating relationships and facilitating value through product education. Overseeing account health and advocating for customer needs to enhance user engagement.
Responsibilities
- Developing strong, positive relationships with customers, acting as their primary point of contact for all things product.
- Being a customer advocate (Mediate between customer requests and company vision, while being sure to voice their needs to the internal team)
- Understanding the customer's business, goals, metrics, and challenges to provide personalized assistance.
- Continuously monitor customer usage and behavior to identify any issues or areas where customers may need support.
- Provide strategic consultation to customers on best practices to push for value.
- Updating Customers (communicate with customers about changes and modifications to the product)
- Conducting regular account reviews and building success plans with the customer
- You will own renewals and retention of revenue for your book of business
- Initiating collaborations for case studies
- Gathering and sharing customer feedback with product teams
- Investigate and escalate any technical issues a customer encounters.
Requirements
- At least 2 years in a Customer Success / Solutions Engineer / Account Management / Onboarding role in a B2B SaaS company
- Experience managing a book of business; knowing how to segment, prioritize, and engage with your customers efficiently & effectively
- Have owned technical demos & understand how to demonstrate value
- Can identify customer pain & goals, by asking good discovery questions
- Have basic sales acumen (to aid a successful AE partnership - they own product expansion in your book)
- Bonus Requirements:
- Experience working with customer engagement/analytics products
- UI / UX expertise
- More expert technical acumen
- Fluency in additional languages
- Have a fundamental understanding of APIs / JavaScript etc.
Benefits
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Job title
Job type
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Not specified
Degree requirement
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