Head of Customer Success

We are seeking a seasoned and transformational leader to lead and expand our Customer Success Organization. In this role, you will be conceiving and executing our customer success strategies in line with the Organizational objectives and Vision, building and owning strong relationships with customers, and working closely with cross-functional leaders internally to ensure consistently excellent engagements.

The ideal candidate is passionate about the Retail and Consumer Goods industry, is a thought leader in the space of Success Management and motivated by technology and its impact on industry. To succeed in this role, you should have a proven track record of driving digital and technology initiatives in large-scale enterprises.

Responsibilities:

• Develop and own a top-down strategy and plan for continued success and scale in Existing accounts.
• Manage a team of vibrant and go-getters who are motivated to scale accounts. • Develop and/or maintain strategic partnership and relationships with C-suite of clients/accounts, ensuring regular cadence and executive alignment.
• Establish and Enhance relationships as a trusted and strategic advisor to help ensure the continued value of our services.
• Mentor, scale, and inspire a high-performing customer success team, empowering them to deliver exceptional results for clients.
• Develop and maintain customer-success strategies and best practices, to help ensure revenue and margins goals associated with the account.
• Establish a coherent collaboration and partnership with other leaders in the organization – Delivery, Technology, Business Strategy – to ensure predictable and strategic scale in accounts.
• Develop and maintain data-driven and qualitative customer-success metrics to support a repeatable framework of growth within the assigned accounts.
• Execute effective client steerings, risks mitigation plans, and structured growth.
• Bring Financial responsibility and efficiency to the team and overall practice to ensure organizational revenue and gross margin goals are met and exceeded.

Requirements:

• 15+ years of relevant experience in customer success and account management, preferably managing retail clients.
• Strong skills in verbal and written communications, strategic planning, and project management.
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Meet regularly with other team members to discuss progress and find new ways to improve business.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Ability to travel to client sites.
• Bachelor’s degree or equivalent.
• Knowledge of Microsoft collaboration tools and project management tools.
• Proven track record of meeting or exceeding quotas and receiving positive customer feedback.

We have a global team of amazing individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.

What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015 (QMS), ISO 27001:2022 (ISMS), ISO 20000-1:2018 (ITSM) and ISO 14001:2015 (EMS) Certified. We have a vibrant culture of learning via collaboration and making workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves.

To know more about Confiz, visit: https://www.linkedin.com/company/confiz/