Job description
Our client is looking for a Head of Customer Success to manage a team of 5+ Client Success Managers and oversee 200+ client relationships.
You are a leader with natural management skills. You are skilled at establishing partnerships and developing relationships with customers from junior level to C-Suite. This role is both creative and analytical and requires a proactive person who can guide the client's influencer marketing and e-Commerce strategy and help drive the product roadmap.
You are a strong communicator and excited to work in a fast-growing company with opportunities for career development. Having previously worked in customer success and with a deep knowledge of campaign management, execution, and reporting, you will come in with a tool kit to immediately impact our business.
Who You Are:
- Minimum 5+ year of experience in a customer success or customer service role
- Minimum of 1-2 years management experience
- Savvy with social media, visual content, and all things digital
- Experience with operations and logistics
- Detail and process oriented. Analytical and highly organized.
- Ability to collaborate and effectively communicate across cross functional teams
- Track record for building customer relationships
- Savvy with social media, visual content, and all things digital
- Experience managing strategic influencer campaigns (working with beauty clients is a plus)
- Ability to deal with both simple and complex customer requests
Responsibilities:
- Manage a team 5+ growing client success managers
- Build solid relationships with key clients
- Work with cross functional teams including sales, marketing, influencer acquisition, community management, product and tech teams
- Advise clients on how to strategize, launch, optimize and analyze their influencer marketing campaigns
- Manage relationship with the companies warehouse and oversee logistics
- Collate data and key results to share insights into the success of client’s influencer campaigns
- Present data and results in an persuasive manner
- Support team to prevent churn and build revenue by renewing contracts and upselling additional features/services
- Translate client needs into actionable insights for our product and dev team.
- Communicate and collaborate with our product team on app optimizations and innovations.
Bonus Points if you:
- Have experience in Influencer Marketing and/or SaaS platforms
- Read this job description and found a bullet that you may not have experience in but were excited to learn it quickly