Position: Head of Customer Success Manager
Company: SplitMetrics
Experience required: 5y
Category: Other
English level: fluent
Published: 2022-01-01T00:00:00+02:00

We build great products and provide outstanding proactive services. People are our core value. We build relationships and ensure that our customers have the best experience with our products and our people.

The main mission of this position is to ensure stable growth for an existing customer portfolio, enhance and manage customer success processes, and drive changes that impact our customers' satisfaction rate. You will lead and inspire your team and cross-functional client-facing teams to provide outstanding customer service.

**Requirements and expectations:**

We need a person with a combination of soft and hard skills. We expect you will follow the latest trends and will select the best tools to ensure our customers are well taken care of, and the team is engaged and motivated.

- Fluent English
- Experienced Head of, VP or Director of Customer Success, having managed remote teams and scaled successfully.
- Knowledge of Digital Marketing SaaS technologies such as, Experience Clouds, Marketing Automation, Mobile Messaging or Marketing Clouds.
- Track record in meeting growth targets and managing high-performing SaaS CSM teams
- Ability to build strong relationships with C-level executives on a customer side
- A specialist in one or all of the following verticals; Gaming, Entertainment, Education, Finance, Lifestyle
- Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction.
- Structured, organised and meticulous approach to projects with excellent attention to detail.
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
- Reliable individual who delivers on promises, meets deadlines and remains calm under pressure.

**In this role you will:**

- Enhance current Customer Success Process for SearchAdsHQ potentials and customers
- Ensure the revenue and expansion KPIs are met
- Collaborate with the Product, Sales, Marketing and tech team to deliver a flawless experience
- Execute Account planning and OKRs
- Compile strategic roadmaps/plans/playbooks for communication with customers
- Analyze Customer Journey and behavior, suggest improvements in the journey, drive these changes
- Coordinate team reviews and provide 1-to-1’s that improve each member overall performance.
- Manage recruitment and training of new team members.

**Reward:**

We offer a unique opportunity to join a growing Customer Success team and get exceptional experience in Customer Service. We apply the best practices and keep Customer in focus at all times. All SplitMetrics team members strive to high performers, problem solvers, and team players with passion, integrity and effectiveness. At the same time, we stay human and real.

We strive to attract exceptional people who have ‘’that extra something’’ and really enjoy what they do. Are you ready to jump onboard with us? We look forward to speaking with you soon!