Head of Customer Success
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Job Description
Head of Customer Success leading Nuvolo’s SaaS workplace platform retention, adoption, and expansion. Building global teams and optimizing customer journeys, advocacy, metrics, and post-sales operations.
Responsibilities:
- Lead Nuvolo’s Global Customer Success team to deliver world-class client service, maximize retention, and identify expansion opportunities
- Build, scale, and mentor a high-performing Customer Success team across multiple tiers, including Customer Success Managers and Partner Success Managers
- Own customer retention, Net Revenue Retention, and expansion goals
- Drive product adoption, customer satisfaction, customer health, advocacy, and referenceability
- Develop and execute a scalable customer success strategy and proactive customer engagement model
- Ensure customers have the products, services, and tools needed to accomplish their goals
- Develop and execute a customer health scoring framework to predict risks and opportunities
- Lead post-sales escalations with the Head of Customer Experience
- Define career paths and develop talent through training, coaching, and performance management
- Foster a customer-first culture aligned with business objectives
- Optimize the customer journey from onboarding through renewal and expansion
- Build cross-functional relationships to create a unified customer experience
- Evolve QBR and EBR routines for high-value customers
- Develop customer advocates and collaborate with Marketing on case studies, referrals, and success stories
- Partner with Sales on customer handoffs and expansion strategies
- Work with Product & Innovation leaders to provide customer insights influencing the roadmap
- Collaborate with Marketing on engagement, content strategy, and advocacy programs
- Align with Support and Professional Services on the post-sales experience
- Coordinate Path to Green efforts and ongoing delivery, support, and operations
- Mature Customer Success playbooks and account development strategy
- Evolve metrics and KPIs, own customer success metrics narratives, and forecast retention and expansion
- Leverage Gainsight, Salesforce, and other Customer Success technology to automate and scale engagement
- Refine CSM playbooks, workflows, and reporting
Requirements:
- 10+ years’ experience in a Customer Success Leadership position, handling highly complex issues
- Strong leadership track record building and growing high-performing teams
- Outstanding written and verbal communication skills at the C-level
- Ability to influence without authority and manage stakeholders effectively
- Deep experience leading and responding to complex critical incidents
- Ability to manage multiple initiatives simultaneously
- Technical knowledge of complex systems
- Experience directing and maximizing collaboration with global teams
- Strong problem-solving and analytical skills
- Ability to leverage data to drive decisions and continuous improvement
- Strong collaboration and cross-functional communication skills
- Strong organizational skills
- Commitment to measuring the impact of personal and team performance
Benefits:
- Health insurance for the employee and family, available on day one
- Holistic wellness programs with generous incentives
- Fertility coverage
- Adoption/surrogacy assistance
- Up to 15 vacation days
- Paid holidays
- Sick leave
- Volunteer leave options
- Parental leave options
- 401(k) match
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
- Competitive compensation
- Comprehensive benefits and programs
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