Head of Customer Success

Description

Okoora is looking for an experienced customer success leader to join our team and help us build our customer success department. As the Head Of Customer Success, you will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, working with internal teams with a key focus on retention, minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities.

The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.

Roles & Responsibilities

• Be the primary point of contact in driving and leading the customer success team

• Take the customer through the client lifecycle to ensure ongoing success

• Transform the way your clients invest in Okoora and make decisions that contribute to their bottom line. Grow product adoption and use, educate the customer on the platform

• Develop and manage trusted relationships with each customer and their decision makers

• Perform customer onboarding and proactively alert customers of any impending issues

• Gather valuable feedback from clients for continual product improvements

• Work with internal teams to balance, meet and exceed customer expectations and perceptions

• Drive for customer renewals and expansion and communicate any potential risks that may threaten it

• Identify and develop new opportunities for expansion

• Manage and optimize the customer life cycle

• Regular reporting to executive leadership

• Lead, build, mentor and train a high performing customer success team

Requirements

• 3+ years previous experience in customer success in a SaaS startup

• Experience in leading teams

• Experienced in building hands-on methodologies

• Strong attention to detail and excellent organizational skills

• Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact

• Excellent communication and presentation skills

• Ability to work independently and within a team

• Strong project management skills

• Experience with companies that offer a combination of product and services – advantage

• Willing to work Monday-Friday