Confidential
Head of Customer Success
Confidential - Santa Monica, California, United States, 90403
Work at Confidential
Overview
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Overview
We're looking for a seasoned
Head of Customer Success
to lead our hybrid team, encompassing customer success, technical support, and account management. In this pivotal role, you'll be instrumental in shaping our customers' journey and driving product adoption for our SMB SaaS platform. You'll lead by example, transforming our five-person in-house support team into world-class drivers of performance and strong customer relationships. This role requires a
driven, process-oriented leader
with a strong background in SaaS expansion and product adoption. You'll be responsible for implementing best practices in customer success, optimizing daily processes within Service Cloud, and establishing key performance indicators (KPIs). Your ability to remain calm and positive under pressure, coupled with an exceptional attention to detail, will be crucial for success. We're looking for a seasoned
Head of Customer Success
to lead our hybrid team, encompassing customer success, technical support, and account management. In this pivotal role, you'll be instrumental in shaping our customers' journey and driving product adoption for our SMB SaaS platform. You'll lead by example, transforming our five-person in-house support team into world-class drivers of performance and strong customer relationships. This role requires a
driven, process-oriented leader
with a strong background in SaaS expansion and product adoption. You'll be responsible for implementing best practices in customer success, optimizing daily processes within Service Cloud, and establishing key performance indicators (KPIs). Your ability to remain calm and positive under pressure, coupled with an exceptional attention to detail, will be crucial for success. What you'll do:
Own the entire post-sales customer journey
for our small business partners, ensuring their success and maximizing their platform utilization. Lead, mentor, and develop
a high-performing customer success team, fostering a culture of excellence and continuous improvement. Implement and refine customer success best practices
, establishing efficient workflows and optimizing processes within Salesforce Service Cloud. Define, track, and analyze key performance indicators (KPIs)
to measure team performance and identify areas for growth and improvement. Provide
hands-on leadership and support
to your team, offering guidance and expertise in phone, email, and chat support interactions. What you'll bring:
4-7 years of experience in a customer success role
within a SaaS product environment. 3-4 years in a leadership position
with a proven track record of managing and mentoring a team. Demonstrated
proficiency with Salesforce/Service Cloud
. Expertise in
phone, email, and chat support
. Exceptional
customer care skills
with a friendly, optimistic, and outgoing demeanor. Outstanding
writing, conversational, and email etiquette
. Ability to
thrive in a fast-paced startup environment
, working efficiently under pressure and tight deadlines.
Seniority level
Seniority level Director Employment type
Employment type Full-time Industries Advertising Services Referrals increase your chances of interviewing at Confidential by 2x Get notified about new Head of Customer Success jobs in
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Head of Customer Success
to lead our hybrid team, encompassing customer success, technical support, and account management. In this pivotal role, you'll be instrumental in shaping our customers' journey and driving product adoption for our SMB SaaS platform. You'll lead by example, transforming our five-person in-house support team into world-class drivers of performance and strong customer relationships. This role requires a
driven, process-oriented leader
with a strong background in SaaS expansion and product adoption. You'll be responsible for implementing best practices in customer success, optimizing daily processes within Service Cloud, and establishing key performance indicators (KPIs). Your ability to remain calm and positive under pressure, coupled with an exceptional attention to detail, will be crucial for success. We're looking for a seasoned
Head of Customer Success
to lead our hybrid team, encompassing customer success, technical support, and account management. In this pivotal role, you'll be instrumental in shaping our customers' journey and driving product adoption for our SMB SaaS platform. You'll lead by example, transforming our five-person in-house support team into world-class drivers of performance and strong customer relationships. This role requires a
driven, process-oriented leader
with a strong background in SaaS expansion and product adoption. You'll be responsible for implementing best practices in customer success, optimizing daily processes within Service Cloud, and establishing key performance indicators (KPIs). Your ability to remain calm and positive under pressure, coupled with an exceptional attention to detail, will be crucial for success. What you'll do:
Own the entire post-sales customer journey
for our small business partners, ensuring their success and maximizing their platform utilization. Lead, mentor, and develop
a high-performing customer success team, fostering a culture of excellence and continuous improvement. Implement and refine customer success best practices
, establishing efficient workflows and optimizing processes within Salesforce Service Cloud. Define, track, and analyze key performance indicators (KPIs)
to measure team performance and identify areas for growth and improvement. Provide
hands-on leadership and support
to your team, offering guidance and expertise in phone, email, and chat support interactions. What you'll bring:
4-7 years of experience in a customer success role
within a SaaS product environment. 3-4 years in a leadership position
with a proven track record of managing and mentoring a team. Demonstrated
proficiency with Salesforce/Service Cloud
. Expertise in
phone, email, and chat support
. Exceptional
customer care skills
with a friendly, optimistic, and outgoing demeanor. Outstanding
writing, conversational, and email etiquette
. Ability to
thrive in a fast-paced startup environment
, working efficiently under pressure and tight deadlines.
Seniority level
Seniority level Director Employment type
Employment type Full-time Industries Advertising Services Referrals increase your chances of interviewing at Confidential by 2x Get notified about new Head of Customer Success jobs in
Santa Monica, CA . Los Angeles, CA $150,000.00-$200,000.00 2 weeks ago Los Angeles, CA $175,000.00-$200,000.00 2 weeks ago Director of Customer Success (Manufacturing / Tech)
Los Angeles, CA $150,000.00-$200,000.00 15 hours ago Beverly Hills, CA $120,000.00-$175,000.00 4 weeks ago Associate Director of Field Effectiveness
Los Angeles, CA $160,000.00-$200,000.00 1 month ago Client Services Director (Account Executive)
Los Angeles Metropolitan Area 2 weeks ago Santa Monica, CA $170,000.00-$215,000.00 2 weeks ago Director of Operations and Transformation
Long Beach, CA $40,000.00-$150,000.00 2 weeks ago Los Angeles County, CA $90,000.00-$100,000.00 4 weeks ago Hotel Director of Operations (multi-property)
Chatsworth, CA $150,000.00-$170,000.00 1 day ago Carson, CA $180,000.00-$210,000.00 2 weeks ago Associate Director of Field Effectiveness
Beverly Hills, CA $120,000.00-$148,000.00 1 week ago Los Angeles, CA $310,000.00-$830,000.00 2 weeks ago Gardena, CA $160,000.00-$210,000.00 1 month ago Los Angeles, CA $125,000.00-$165,000.00 3 weeks ago Los Angeles, CA $70,000.00-$185,000.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr