What are the responsibilities and job description for the Customer Success Head position at Get It - Executive?
Job Overview
We are seeking a strategic and innovative leader to take on the role of Head of Customer Success within our dynamic merchant services division. This pivotal position is designed for a seasoned professional who is dedicated to advancing customer satisfaction and cultivating enduring relationships. As the Head of Customer Success, you will be instrumental in driving partner and merchant satisfaction, enhancing retention, and fostering revenue growth in a rapidly evolving payments landscape.
Key Responsibilities
We are committed to fostering the professional growth of our employees by offering various training and development programs aimed at enhancing industry knowledge, product expertise, and customer service skills.
Company Culture and Values
Our company champions a customer-first culture that emphasizes collaboration, mentorship, and continuous improvement within a fast-paced environment. We value feedback from all team members and encourage engagement at every level, ensuring that our employees feel empowered and supported.
Compensation And Benefits
If you are an accomplished strategic leader looking to make a significant impact in the payments industry, we would be thrilled to hear from you. Apply now and contribute to shaping the future of customer success!
Employment Type: Full-Time
We are seeking a strategic and innovative leader to take on the role of Head of Customer Success within our dynamic merchant services division. This pivotal position is designed for a seasoned professional who is dedicated to advancing customer satisfaction and cultivating enduring relationships. As the Head of Customer Success, you will be instrumental in driving partner and merchant satisfaction, enhancing retention, and fostering revenue growth in a rapidly evolving payments landscape.
Key Responsibilities
- Develop and execute a comprehensive customer success strategy that aligns with our organizational goals for growth and retention.
- Oversee the complete customer journey, ensuring an optimal experience from onboarding to ongoing support and engagement.
- Collaborate with senior management to ensure customer insights and feedback inform strategic business decisions.
- Lead initiatives aimed at enhancing merchant satisfaction, ensuring a streamlined onboarding process, and promoting product adoption.
- Design and implement programs that minimize churn and strengthen long-term customer retention.
- Partner closely with key clients and large merchants to understand their unique needs and deliver customized solutions.
- Mentor and manage a dedicated team, including client services and partner success managers, to drive excellence in customer relations.
- Establish and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS) and customer lifetime value (CLTV).
- Collaborate with product, operations, and technology teams to ensure alignment between product development and customer feedback.
- Provide regular performance reports and strategic updates to senior leadership.
- Extensive knowledge of the payments ecosystem, including merchant acquiring and fintech.
- Proven leadership abilities with experience in managing and scaling high-performing teams.
- Analytical proficiency with a data-driven approach to decision-making and process optimization.
- Exceptional communication and interpersonal skills, with a strong ability to build relationships.
- Bachelor's degree in business, marketing, finance, or a related discipline.
- Over 10 years of experience within customer success, account management, or client services in the payments or merchant acquiring sector.
- Demonstrated success in leading customer success or account management teams in complex, high-growth environments.
- Willingness to travel for client meetings up to 30%.
We are committed to fostering the professional growth of our employees by offering various training and development programs aimed at enhancing industry knowledge, product expertise, and customer service skills.
Company Culture and Values
Our company champions a customer-first culture that emphasizes collaboration, mentorship, and continuous improvement within a fast-paced environment. We value feedback from all team members and encourage engagement at every level, ensuring that our employees feel empowered and supported.
Compensation And Benefits
- Salary: $220k 20% AIP Bonus
- Paid Time Off: 3 weeks to start; unlimited PTO after one year
- Comprehensive Health Benefits: Medical, Dental, and Vision coverage
- Retirement: 401(k) match
- Additional perks: Education reimbursement, gym membership reimbursement, HSA/FSA, and Employee Assistance Program (EAP).
If you are an accomplished strategic leader looking to make a significant impact in the payments industry, we would be thrilled to hear from you. Apply now and contribute to shaping the future of customer success!
Employment Type: Full-Time
Salary : $220,000
