Position: Head of Customer Success US - SaaS ; CI/CD ; DevOps ; SDLC

US Headquarters: New York City

Employment Location: New York or San Francisco 'preferred' ; Flexible US as Remote Working.

Our client is a highly funded and rapidly scaling SaaS Vendor headquartered in the heart of New York City. They are dedicated to empowering businesses to streamline their software development and deployment processes with innovative solutions. As they continue to expand their global presence in the market, they seek a strategic leader to spearhead the Customer Success Strategy in the United States.

Job Description:

As the Head of Customer Success for the US, you will play a pivotal role in driving customer satisfaction, retention, and growth within the US market. You will lead a team of passionate Customer Success Managers, ensuring that our clients receive exceptional support and guidance to maximize their success with our platform. This position offers an exciting opportunity to make a significant impact as we continue to scale and innovate.

Key Responsibilities:

• Lead and mentor a team of Customer Success Managers based in the US, fostering a culture of excellence, collaboration, and continuous learning.
• Provide strategic direction and guidance to the Customer Success team, setting clear objectives and KPIs aligned with company goals.

Customer Success Strategy:

• Develop and execute a comprehensive customer success strategy tailored to the US market, driving adoption, retention, and expansion.
• Collaborate with cross-functional teams, including Sales, Marketing, and Product, to ensure alignment and synergy in customer-facing initiatives.

Customer Relationship Management:

• Build strong, trusted relationships with key stakeholders at customer organizations, serving as a strategic advisor and advocate for their success.
• Proactively engage with customers to understand their business objectives, challenges, and opportunities, and identify ways to drive value through our solutions.

Retention and Growth:

• Implement strategies and initiatives to maximize customer retention, reduce churn, and drive expansion opportunities within the existing customer base.
• Partner closely with Sales and Account Management teams to identify upsell and cross-sell opportunities, driving revenue growth and increasing customer lifetime value.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Computer Science, or a related field; MBA or equivalent preferred.
• Proven track record of success in a customer-facing leadership role, preferably within the B2B SaaS technology industry.
• Deep understanding of CI/CD, DevOps principles, Software Development Practices, and technologies is highly desirable.
• Strong leadership and team management skills, with the ability to inspire, motivate, and develop high-performing teams.
• Strategic thinker with the ability to develop and execute customer success strategies that drive business results.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with customers and internal stakeholders.
• Analytical mindset with a focus on data-driven decision-making and continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities and business needs.
• Customer-centric mindset with a passion for delivering exceptional customer experiences and driving customer success.

Be a part of a dynamic team that is shaping the future of CI/CD, DevOps and Software Development innovation. If you are a strategic leader with a passion for customer success and a drive to make an impact, we want to hear from you!

Apply now to explore this exciting opportunity:

james.pedlow@asobbi.com / 1 (929) 451 0668