Customer Success Director
5 days ago
Logimeter, a leading SaaS business in South Africa, is seeking an experienced professional to drive customer satisfaction, retention, and revenue growth as the Head of Customer Success.
About the RoleThis is a pivotal position that requires a strong leader to oversee the customer success team, ensuring seamless onboarding, robust product adoption, and proactive customer engagement. The ideal candidate will possess a proven track record in customer retention, onboarding, and expansion, with a strong background in leadership and team development.
Key Responsibilities- Customer Success Strategy:
- Develop and execute a comprehensive customer success strategy aligned with Logimeter's growth and retention objectives.
- Track key performance indicators (KPIs) which measure onboarding, customer adoption, customer satisfaction, and team performance.
- Collaborate with key stakeholders to create tailored success plans that drive Enterprise Account product adoption, deliver measurable results, and ensure high customer satisfaction.
- Team Leadership and Development:
- Lead, mentor, and empower the customer success team by setting clear goals and providing ongoing coaching and professional development opportunities.
- Foster a customer-centric culture within the team.
- Customer Onboarding:
- Oversee and optimise the onboarding process to ensure a seamless transition from the new business team to the customer success team, enabling customers to realise value quickly from the solutions they have purchased.
- Monitor customer health scores and proactively engage customers to drive high levels of product usage and satisfaction.
- Collaborate with the Product Team to keep the Customer Success Managers (CSMs) informed and trained on new features, updates, and best practices.
Revenue Growth through Customer Expansion:
- Work with the new business team on identifying up-selling and cross-selling opportunities to expand customer spend.
- Work closely with the sales team to drive conversion of identified opportunities.
Cross-Functional Collaboration:
- Collaborate with new business and support teams to ensure a seamless and consistent customer journey across all touchpoints.
The successful candidate will be a strategic thinker with excellent leadership skills, a passion for driving customer satisfaction, and a proven track record in customer success.
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