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 driving client engagement at Pontosense's innovative wellness technology company. Act as strategic partner facilitating onboarding and long-term success for clients with a focus on safety and wellbeing.
Responsibilities
- Serve as the main point of contact for clients focused on safety, wellbeing, and independence
- Act as a long-term strategic partner, continuously supporting clients with best practices, optimization opportunities, and tailored success plans
- Manage end-to-end onboarding, from kickoff to activation, ensuring clients experience a smooth rollout and quick time-to-value
- Drive proactive engagement through value-based communication
- Partner with internal teams to identify opportunities for process improvement
- Monitor account health, usage, and performance metrics to identify potential risks and opportunities for growth
- Collaborate with Product and Sales teams on renewal, cross-sell, or expansion discussions
- Advocate for our customers internally
Requirements
- Experienced in customer success, account management, or client operations
- Confident working directly with clients across multiple levels of an organization
- Skilled at balancing relationship management with results
- A clear and thoughtful communicator who can translate technical concepts into meaningful value for clients
- Comfortable collaborating cross-functionally with Sales, Product, and Operations teams
- Exposure to account growth, retention, or cross-sell initiatives is an asset
- Experience in AgeTech, healthcare, or wellbeing technology is an asset.
Benefits
- Competitive compensation and performance-based growth opportunities
- Comprehensive health and wellness benefits
- Flexible, hybrid work environment that values autonomy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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