Head - Customer Success

Role Summary:
We are seeking an experienced and strategic Head of Customer Success to lead our customer engagement and retention efforts within the Engineering & Construction sector. This role will be instrumental in ensuring our clients achieve maximum value from our solutions and services, fostering long-term partnerships, and driving customer loyalty. The ideal candidate will have a deep understanding of the construction industry and a proven track record in building and managing high-performing customer success teams.

Key Responsibilities:

1. Develop and implement a comprehensive customer success strategy aligned with business objectives.
2. Lead, mentor, and grow a team of Customer Success Managers (CSMs) to ensure exceptional client service.
3. Proactively identify and address customer needs, risks, and opportunities to drive adoption and satisfaction.
4. Establish and track key performance indicators (KPIs) for customer success, including retention, churn, and expansion.
5. Collaborate with Sales, Product, and Engineering teams to ensure a seamless customer experience and provide valuable customer feedback.
6. Develop and refine customer onboarding, training, and support processes.
7. Act as a trusted advisor to key clients, building strong relationships and advocating for their success within the organization.
8. Drive customer advocacy programs, case studies, and testimonials.