The Head of Customer Success will play a crucial role in achieving this vision by overseeing all aspects of Customer Care Operations. They will be a key member of the Global Customer Development & Operations leadership team, responsible for developing and executing the transformation of this global function.

You must be based in Atlanta (or willing to relocate there).

The base salary is $100,000-$120,000 with the ability to make $120,000-$150,000 plus stock options.  Commissions are uncapped.

As a leader with deep expertise and understanding of Customer Care organizations, they will serve as an active and engaged coach and mentor to the Customer Care team and the broader organization.

Responsibilities:

• Leading and developing the customer care team, optimizing people, processes, and strategies to ensure scalability and sustained growth while maintaining a customer-first approach.
• Providing leadership and guidance to the current customer care team leads and agents, leveraging their expertise to deliver exceptional support to clients.
• Accelerating existing/introducing additional self-service capabilities (Support Portal, Chat) and implementing programs to enhance the overall customer experience, meeting/exceeding goals for CSAT and Response Time, as well as reducing Missed Call Rates and the Number of required Personal Interactions per Customer.
• Maintaining a long-term strategic roadmap for Global Customer Care, focusing on priority capabilities and solutions for development, anticipating key trends, opportunities, and vulnerabilities.
• Collaborating with other functional leaders, primarily the Head of Customer Success and the Head of Product, to create and operate a customer-centric continuous feedback loop, driving rapid iteration and continuous improvement based on best practices.

Requirements:

• 10+ years of experience in Customer Care/Customer Service, with at least 4 years in a significant leadership role, leading other people leaders.
• Previous experience in a SaaS company with SMB and enterprise customer base is highly desirable.
• Strong analytical skills and a process-oriented approach, particularly in areas related to establishing meaningful metrics to drive true customer satisfaction and delight.
• Proven ability to foster collaborative alliances with peers and cross-functional teams, demonstrating exceptional stakeholder management skills.
• An empathetic and customer-focused mindset, prioritizing the needs and success of customers at scale while inspiring and motivating the team to achieve outstanding results.
• Excellent communication skills, with the ability to effectively communicate complex concepts to various audiences, including the board, company executives, and the team.