Head of Customer Success
Toku
Responsibilities
- Lead, manage, and expand a global Customer Success team
- Design, implement, and maintain a consistent service model for all clients globally
- Act as a mentor and leader of a team of Account Managers, HR Professionals and Benefits Specialists
- Oversee day-to-day operations on existing accounts
- Develop weekly, monthly, quarterly, and annual reporting of trends, advantages, issues, risks, and dependencies
- Engage regularly with clients via strategic and operational reviews to evaluate needs and strategic direction. Develop QBR frameworks to improve customer experience
- Tracking product usage & adoption, motivating customers to increase their depth and breadth of platform usage
- Proactively identify risks to the customer, which may prevent them from achieving their stated business goals and develop plans to overcome them
- Predict (and own) risk, renewal, and expansion within the customer portfolio
- Act as a voice of the customer - communicate platform issues and coordinate technical solutions internally across engineering, product, and support teams
- Communicate industry shifts and trends to customers, establishing trusted advisor relationships with the customer’s Development, Engineering, and Product organizations
- Any ad hoc responsibilities that may come up from time to time
Minimum Qualifications
- 5+ years in a customer success role at companies that sell a highly technical product
- 2+ years managing a team
- Strong written and verbal communication
- Track record of building processes and implementing them
- Customer-first and analytics-first driven thinking
- Agile self-starter with ability to move quickly and desire to own and be accountable for projects from Day 1
- Service-oriented attitude characterized by strong listening skills and the driven to achieve shared success
- Experience working with startups
- Experience working in B2B
- Proven high level of maturity, executive presence, and judgement in complex high-profile, client-facing situations
Nice to Have
- Founding a company or building side projects is a plus!
- Experience with EOR, PEO, HR, or Law
Benefits and Compensation
- Remote-first work culture
- Flexible working hours
- Competitive salary
- Apple laptop
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