Head of Customer Success

Duties/Responsibilities:

• Develop and implement comprehensive customer success strategies to drive customer satisfaction, retention, and growth.
• Lead and mentor a team of customer success managers and specialists, fostering a customer-centric culture.
• Establish and track key performance metrics to measure the effectiveness of customer success initiatives.
• Work closely with cross-functional teams, including sales, product, and marketing, to ensure a seamless customer experience.
• Develop and maintain strong relationships with key customers, acting as their advocate within the company.
• Identify opportunities for improvement in customer engagement and develop strategies to address them.
• Conduct regular customer feedback sessions and surveys to gather insights and inform continuous improvement efforts.
• Develop and deliver training and onboarding programs to ensure customers are fully utilizing Pison’s products and services.
• Create and maintain customer success documentation, including best practices, case studies, and FAQs.
• Stay informed about industry trends, emerging technologies, and best practices in customer success.
• Develop and refine metrics on customer health and report on customer health to senior management.

Required Skills/Abilities:

• Strong understanding of customer success strategies, processes, and best practices.
• Exceptional leadership and team management skills.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and strategic thinking abilities.
• Ability to work effectively with cross-functional teams and manage stakeholder expectations.
• Experience with health and wellness products, neural interface technologies, AI, data sets, and IoT applications is a plus.
• Proficiency in customer success tools and methodologies.

Education and Experience:

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA or advanced degree preferred.
• Proven experience as a Director of Customer Success or similar role, with a focus on driving customer satisfaction and retention.
• Demonstrated success in managing relationships with large customers and leading customer success initiatives.
• Experience in a high-growth technology company or startup environment is highly desirable.