As the Head of Customer Success, you will build and lead this critical and rapidly growing function within Nethone. Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers receive great value from our service. As such, we need a leader to own driving success for our customers and manage our Customer Success team.

Responsibilities

• Set the overall vision and strategic plan for the Customer Success Team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
• Develop relationships with client execs and represent Nethone at key business review meetings
• Manage escalations for client issues, acting as an effective escalation point to client leadership
• Personally manage key strategic accounts
• Work with sales leadership to identify cross-sell opportunities
• Build and lead a world-class CS Team
• Determine account assignments among Customer Success Managers
• Define development paths and conduct regular performance reviews for team members