Head of Customer Success

Our client is a rapidly growing technology company revolutionising the way organisations utilise conversation intelligence to enhance performance and decision-making. They are seeking a dynamic, versatile Customer Success Leader to support their expanding customer base in North America. This foundational role offers the opportunity to wear multiple hats, manage customer relationships, drive product adoption, and collaborate with internal teams to deliver exceptional outcomes for clients.

What you'll do:

• Manage and own customer relationships, serving as the main point of contact for all customer-facing activities.
• Create and deliver regular product usage reports, performance summaries, and insights using the platform.
• Lead implementation efforts, coordinating with cross-functional teams on integrations, rollouts and business initiatives.
• Facilitate regular customer meetings to review platform adoption, address challenges, and capture feedback.
• Develop a training program including strategy, processes, collateral and guides and deliver training sessions for new and existing users.
• Communicate complex insights in a clear manner that drives engagement.
• Act as a bridge between customers and product and engineering teams.
• Manage and prioritise customer feedback, feature requests, and system issues.
• Drive product expansion initiatives and manage contract renewals with customers.
• Identify opportunities to improve self-service solutions (e.g., repeatable training modules) and enhance scalability.

What you bring:

• Highly analytical mindset with the ability to quickly understand complex products.
• Motivated self-starter with a proven track record of taking initiative.
• Excellent communication skills with the ability to simplify complex ideas.
• Experience working directly with third-party customers.
• Strong project management skills with a proven ability to execute detailed plans.
• Ability to influence change behaviours and drive customer success.
• Passion for working with customers and ensuring their success with cutting-edge technology products.
• Adept at identifying common challenges and implementing scalable solutions.