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As the Head of Customer Success, you will be responsible for leading and driving the overall customer success strategy for EP on a global scale. Your primary focus will be on ensuring customer satisfaction, retention, and expansion by developing and implementing effective customer success programs and initiatives. You will collaborate with cross-functional teams, including Sales, Product, and Support, to deliver exceptional customer experiences and maximise customer lifetime value.
- Develop and execute a comprehensive global customer success strategy, aligning it with the company's business goals and objectives.
- Build and lead a high-performing global customer success team, including hiring, training, and performance management.
- Define and implement customer success processes, methodologies, and best practices to enhance customer satisfaction and drive adoption and engagement.
- Measure, track and improve NRR, customer churn and other KPIs.
- Collaborate with Sales teams to ensure seamless customer onboarding, adoption, and renewal processes.
- Drive customer success initiatives that proactively identify and address customer needs, mitigate risks, and promote customer growth and advocacy.
- Foster strong customer relationships at the executive level, serving as a trusted advisor and strategic partner to key stakeholders.
- Implement customer success technology and tools, in collaboration with revenue operations, to enhance operational efficiency, data analytics, and customer insights.
- Provide regular reports and updates to the executive team on customer success metrics, challenges, and opportunities.
- Stay current on industry trends and best practices in customer success and education technology, applying relevant insights to drive continuous improvement.
- Collaborate with Product teams to provide customer feedback, insights, and recommendations for product enhancements and new feature development.
- Champion a customer-centric culture throughout the organisation, ensuring customer success is a top priority at all levels.
Requirements
- Proven track record of building and leading high-performing global customer success teams.
- Strong understanding of customer success methodologies, processes, and best practices.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Strategic mindset with the ability to align customer success initiatives with business goals and drive results.
- Data-driven approach with the ability to analyse customer metrics and insights to inform decision-making and strategy.
- Experience in implementing customer success technology and tools, such as customer success platforms and CRM systems.
- Exceptional leadership and people management skills, with the ability to motivate and inspire a diverse team.
- Deep knowledge of the education technology landscape and understanding of customer needs and challenges in the industry.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
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