Head of Customer Experience
What’s the Opportunity?
Are you passionate about delivering exceptional customer experiences and driving measurable results? At Finomise, we’re looking for a dynamic Head of Customer Experience to lead our efforts in customer satisfaction, retention, and growth for our SaaS subscription service. In this role, you’ll leverage user interaction data to design effective customer success strategies, manage a high-performing team, and implement innovative tools to enhance team efficiency and outcomes. Your ultimate goal? To elevate the customer journey, boost loyalty, and maximize customer lifetime value.
Key Responsibilities
- Strategic Development: Design and execute customer success strategies aimed at improving onboarding, retention, upselling, and lifetime value for our SaaS subscription products.
- Data-Driven Optimization: Analyze user-interaction data to refine outreach, engagement, and satisfaction initiatives.
- Team Leadership: Oversee a team of onboarding agents, customer success agents, and account managers, ensuring accountability for key metrics like satisfaction and retention.
- Operational Efficiency: Run lean customer success operations within budgetary constraints, balancing efficiency with exceptional service quality.
- Technology Integration: Implement tools and systems to streamline workflows and drive team performance.
- Remote Team Management: Recruit, train, and lead a distributed team of agents and account managers, fostering collaboration and accountability.
Requirements
- Leadership Experience: Proven track record in a senior customer success role, preferably within a SaaS organization.
- Subscription Expertise: Demonstrated ability to manage and retain subscription-based customers, with a focus on driving upsells, reducing churn, and enhancing lifetime value.
- Data Proficiency: Skilled in leveraging user interaction data to inform and optimize customer success strategies.
- Team Management: Strong experience building and leading efficient, high-performing teams.
- Account Management Oversight: Direct experience managing account managers responsible for client relationships and retention.
- Tech-Savvy: Knowledge of tools and systems that improve team efficiency and customer experience.
- Remote Leadership: Expertise in recruiting, training, and managing remote teams.
- Cross-Functional Collaboration: Adept at working closely with marketing, product, and support teams to create seamless customer experiences.
Preferred Qualifications
- Background in sales, account management, or customer success.
- Experience in a SaaS product or marketing agency setting, especially targeting small businesses.
Why Join Finomise?
At Finomise, we’re redefining what it means to deliver exceptional customer experiences for small businesses. As the Head of Customer Experience, you’ll have the opportunity to shape and lead a team dedicated to empowering our customers and driving their success.
Ready to make an impact? Apply now and help us elevate the customer journey!
