Head of Support (SaaS)

#vacancy

Head of Support

Key Responsibilities:
- Develop and implement customer success strategies to ensure customer satisfaction, retention, and revenue growth
- Leading and managing the customer success team:
- Building a high-performing team by hiring, training, coaching, and developing team members
- Setting clear goals and objectives for the team and ensuring they are met
- Providing guidance and support to the team to ensure they are delivering exceptional customer experiences
- Work cross-functionally with other departments to ensure that customer needs are met and issues are resolved in a timely and effective manner
- Developing and implementing customer success strategies:
- Creating and implementing customer success strategies that align with the company’s goals and objectives
- Identifying and implementing best practices for customer success
- Analyzing customer data and feedback to improve the customer experience
- Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities and drive revenue growth
- Measuring and reporting on customer success metrics:
- Identifying key performance indicators (KPIs) to measure customer success
- Tracking and analyzing customer success metrics to identify areas for improvement
- Reporting on customer success metrics to the executive team and other stakeholders
- Stay up-to-date on industry trends and best practices related to customer success and share knowledge with the team

Qualifications:
- 4+ years of experience in customer success, account management, or related field, with at least 2 years in a leadership role
- Strong leadership and management skills, with the ability to inspire and motivate a team
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team and internal stakeholders
- Data-driven mindset, with the ability to use data to inform decisions and drive results
- Strong project management and organizational skills, with the ability to manage multiple projects and priorities simultaneously
- Experience in SaaS or technology industry

What we offer:
Fully remote work from anywhere in the world.
Fast-growing international product company with ambitious goals and minimal bureaucracy.
Strong team, supportive leadership, and real opportunities for growth.
20 working days of vacation, 5 paid days off, and paid sick leave.
Corporate benefits:
Online yoga and functional training.
Corporate English classes (group & individual).
Sports challenges, online games, and interest clubs.
Online/offline team buildings and corporate events.
Internal courses and training programs.
Professional conferences and industry events.


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