Head of Customer Success
Amplemarket
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Lead and develop a high-performing Customer Success team, ensuring revenue and retention goals are met.
- Own Net Revenue Retention (NRR) targets, proactively reducing churn and driving expansions.
- Implement structured expansion strategies and optimize upsell/cross-sell opportunities.
- Define and execute a structured expansion strategy, ensuring CSMs proactively identify and close expansion opportunities. Work cross-functionally with Sales & Marketing to optimize expansion playbooks.
- Align with Sales, Product, and Marketing to champion the customer voice and maximize engagement.
- Optimize customer journeys, enhancing onboarding, adoption, and long-term success.
- Monitor customer health, proactively preventing churn and maximizing lifetime value.
- Leverage data insights and customer feedback to drive continuous improvement.
- Improve Net Promoter Score (NPS) by enhancing customer experience and advocacy.
- Drive multi-year renewals, case studies, and scalable advocacy programs.
- Enhance CS processes and automation to scale retention and expansion efforts.
Requirements
- 6+ years of experience in Customer Success, with at least 3 years in a leadership role, preferably in a B2B SaaS environment.
- Proven track record in driving customer retention, expansion, and satisfaction at scale.
- Strong leadership skills with the ability to inspire and grow a high-performing team.
- Data-driven mindset with expertise in tracking, measuring, and acting on customer success and account management metrics.
- Exceptional communication skills and experience working with C-level executives.
- Ability to thrive in a fast-paced, high-growth environment.
- Experience with customer success tools, CRMs, and account management best practices.
- Fluency in English is required.
Benefits
- Nice work environment
- Competitive Salary
- Health Insurance
- Stock Options
- Annual Company Trip in a secret location
- and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successcustomer retentioncustomer expansiondata analysisaccount management metricscustomer journey optimizationNPS improvementautomation processesB2B SaaS experiencehigh-performance team development
Soft skills
leadershipcommunicationinspirationcollaborationadaptabilitycustomer advocacystrategic thinkingproblem-solvingdata-driven mindsetcustomer engagement