Customer Success Strategist

Há 3 dias


Porto, Porto, Portugal Hexa People Tempo inteiro

Customer Success Strategist

About Us:

At Hexa People, we empower our clients with the best omnichannel customer experience. Our composable, best-of-breed, API-driven solution and hybrid headless functionality enable endless possibilities. Our intuitive, flexible content management system (CMS) allows you to bring ideas to life in a heartbeat, adapting your digital touch points quickly and efficiently across all localizations.

Our Client:

Our client is already powering exceptional customer experiences for impressive global brands and companies. This is evident in their success.

Job Title:

VP Customer Success

Job Summary:

The Vice-President of Customer Success sets the strategic direction for the customer success organization, ensuring alignment between customer needs and company objectives. This role drives customer-centric initiatives, improves retention and expansion, and manages executive relationships with key customers.

Key Responsibilities:

  • Define the strategic direction and vision for the Customer Success Management organization.
  • Develop and implement initiatives and packages to improve customer retention, satisfaction, and growth.
  • Ownership of Customer Success Programs, such as Customer Advisory Boards and industry-specific user communities, to engage customers, gather insights, and improve retention.
  • Manage executive relationships with key customers and act as a trusted advisor.
  • Lead and mentor senior leaders within the customer success organization.
  • Align customer success strategies with product, marketing, and sales initiatives.
  • Drive continuous improvement efforts across the customer success function. Establish and track key Customer Success metrics (e.g., NPS, CSAT, retention rates).
  • Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.

Requirements:

  • Extensive leadership experience in customer success or account management.
  • Strong strategic thinking with the ability to influence at the executive level.
  • Proven experience managing large teams and fostering cross-functional collaboration.
  • Excellent communication and relationship management skills.
  • Ability to drive innovation and continuous improvement initiatives.
  • Experience working with enterprise-level customers and managing executive relationships.

Estimated Salary Range:

$120,000 - $180,000 per year.


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