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Full-Time

Head of Customer Success

Confirmed live in the last 24 hours

Laika

Laika

201-500 employees

Compliance software and consulting services

Compensation Overview

$160k - $200kAnnually

+ Bonus + Equity

Senior, Expert

New York, NY, USA

Category
Customer Experience
Customer Success & Support
Customer Success Management
Strategic Account Management
Sales & Account Management
Required Skills
Sales
Communications
Salesforce
Requirements
  • At least 7+ years leading customer success teams supporting a SaaS product (or comparable)
  • Significant experience leading teams with commercial targets (sales, expansion, renewals)
  • Confidence and skill in liaising with prospects and customers at an executive level
  • Strong drive for results while delivering a great customer experience
  • Excellent communication and presentation skills, change-management acumen, attention to detail, and the ability to navigate ambiguity
  • Proficiency using Salesforce or a similar CRM system
  • Experience working with and leading a team across multiple time zones
  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team
  • Customer-centric attitude and a passion for ensuring customer satisfaction
  • Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment
Responsibilities
  • Create strategy, lead and inspire the entire CSM org (ICs and Managers) to achieve customer retention, expansion, and satisfaction goals
  • Provide guidance, mentoring, and support to ensure the team's success
  • Oversee all stages of the customer lifecycle, from onboarding and adoption to expansion and renewal
  • Champion a customer-facing culture by actively interacting with top accounts to gather in-depth feedback to ensure their needs are met while fostering strong strategic relationships
  • Develop and implement strategies and playbooks to maximize customer value and ensure long-term relationships
  • Create and streamline customer onboarding processes to ensure a smooth and positive customer experience
  • Develop training programs for new customers and collaborate with CSMs to provide ongoing training and support
  • Work closely with the sales team to drive revenue growth and increase customer lifetime value
  • Develop and execute a strategic plan for the Customer Success department
  • Utilize customer data and metrics to drive insights and decision-making, ensuring that customer success initiatives are data-driven and effective
  • Foster strong relationships with customers and identify opportunities for them to become advocates, references, or case studies that showcase Thoropass’s value proposition

At Thoropass, the commitment to integrating compliance seamlessly into business operations through specialized software and expert consulting makes it an outstanding workplace for those passionate about making complex regulatory environments manageable and efficient. Employees benefit from being at the forefront of compliance technology and regulatory expertise, offering a dynamic and highly professional environment where innovation in audit readiness is a routine part of the workday. The hands-on consulting approach not only enhances business readiness but also fosters a culture of continuous learning and improvement among team members.

Company Stage

Series C

Total Funding

$100M

Headquarters

New York, New York

Founded

2019

Growth & Insights
Headcount

6 month growth

8%

1 year growth

3%

2 year growth

4%

Benefits

Early equity in a fast-growing company

Unlimited PTO

Remote work from home model

Stipend for home office equipment

Quarterly wellness and home wifi stipend

Paid courses and certifications