Head of Customer Success

Role Overview:

As the Head of Customer Success you will oversee the inside customer facing team to streamline processes and enhance client satisfaction. The team leader will drive consistent customer service, implement robust follow-up systems, and lead efforts to improve the company’s brand image to clients.

Key Responsibilities

Develop and Execute Scalable Customer Success Strategies:

• Design and implement playbooks that drive customer engagement, retention, and satisfaction through proactive, personalized touchpoints.
• Establish best practices for consistent follow-up, ensuring a seamless and value-driven customer experience.

Optimize and Drive Performance Metrics:

• Enhance and monitor Dialpad and communication efficiency metrics to improve response time, customer engagement, and issue resolution.
• Leverage analytics to refine outreach strategies and identify opportunities for process improvements.

Cross-Functional Collaboration for Seamless Customer Experience:

• Partner with the operations team to ensure an integrated approach to inbound and outbound customer interactions, eliminating bottlenecks and improving resolution time.
• Act as a bridge between sales, service, and operations to create a frictionless customer journey.

Recruit, Develop, and Lead a High-Performance Team:

• Hire, onboard, and coach a team of customer success representatives focused on proactive client support and retention strategies.
• Implement a continuous training program to upskill the team in consultative selling, customer engagement, and problem resolution.

Leverage Technology for Data-Driven Decision Making:

• Implement and Integrate NPS scoring into our daily processes.
• Utilize CRM and sales tools to track customer interactions, identify trends, and drive continuous improvement in customer success outcomes.
• Ensure data integrity and leverage insights to enhance forecasting, customer segmentation, and engagement strategies.

Key Performance Indicators (KPIs):

Customer Satisfaction & Retention:

• Net Promoter Score (NPS)
• Customer retention/churn rate improvement.

Operational Efficiency & Response Metrics:

• Average response time for Info and Estimating Inboxes reduced by X%.
• Call and voicemail follow-through rate at 5%- within defined SLA (e.g., 24 hours).
• Phone answer rate maintained at 95% during business hours.

Team Performance & Growth:

• Successful onboarding and ramp-up time for new hires reduced to 60 days.
• 85% of team members achieve or exceeding performance benchmarks.

Resources Provided:

• CRM and sales tracking software.
• Regular collaboration with operations and leadership teams.
• Access to training programs and professional development opportunities.
• Weekly 1-on-1 Manager meetings
• Bi-annual performance feedback review

Experience & Qualifications:

• Bachelor’s degree in business, marketing, or a related field (preferred).
• 3–5 years of Customer Success experience, preferably in a projects business environment.
• Proven track record of building and managing a team whilst achieving targets.
• Strong process, organizational, analytical, and communication skills.
• Experience with CRM tools and pipeline management systems. (Hubspot, QuickBooks, Dialpad, etc...)
• Ability to lead, train, and develop a high-performing team.

Why Join Us?

At The Splash Lab, you’ll play a pivotal role in driving company success and shaping our sales strategy. We offer a supportive environment with opportunities to grow and make an impact.