Head of Customer Success

Company: Veruna Inc.

Title: Head of Customer Success

Reports To: Chief Customer Officer

Location: Remote (US Only)

About Us

We've built the system of record for the $200+ billion insurance brokerage and agency market - an industry that forms the backbone of our modern economy. We serve a solid roster of customers including industry leaders like USAA and many others. WR Berkley, a Fortune 500 insurance holding company, led our Series B and provides invaluable strategic partnership as we reshape the insurance technology landscape.

About the Role

We are searching for a Head of Customer Success who will own our post-implementation customer experience, support, and strategy. This role is pivotal in shaping the future of our customer experience including creating best-in-class processes, ensuring smooth and effective hand-offs from implementation, and providing an exceptional customer support experience. You will develop strategies, implement scalable processes, and lead a high-performing team that will drive customer success and retention.

What You’ll Do

• Leadership & Strategy: Develop a customer success and customer support strategy that aligns with our company goals and objectives. Build a high-performing Customer Success and Customer Support team with scalable processes that fosters a customer-first culture.
• Customer Success: Oversee the post-implementation customer experience and ensure value delivery, customer satisfaction, and retention. Develop customer-centric processes that will drive initiatives for retention, renewals, and expansion.
• Customer Support: Lead the customer support function to ensure timely and efficient resolution of customer issues. Implement best practices and tools that will improve support efficiency and customer satisfaction.
• Invest in Relationships: Build strong relationships with our customer, acting as a strong and trusted advisor who they feel confident will advocate for their needs.
• Customer Advocacy: Champion customer needs and experiences by partnering closely with product teams. Amplify the voice of the customer by gathering, analyzing, and translating feedback into actionable insights that inform product roadmaps and feature development. Act as the customers' trusted advocate, ensuring their perspectives, pain points, and success stories are effectively communicated to shape product decisions and drive meaningful improvements.
• Measure Success: Define and track KPIs to measure the success of our Customer Success and Customer Support initiatives. Analyze metrics to identify areas for improvement and implement as needed. Regularly share metrics with the leadership team on customer satisfaction and customer retention.

Who You Are

• Proven experience (5+ years) in Customer Success, Customer Support, or related roles at SaaS startups
• Strong background in post-implementation leadership including building processes and high-performing teams
• Track record of success with leading and scaling customer-facing teams
• Experience with building and maintaining relationships with enterprise-level customers with a focus on customer satisfaction and retention
• Demonstrated ability to make data-driven decisions and use customer insights to make improvements

What We Offer

• Remote-first environment and ability to work anywhere within 3 hours of EST
• Meaningful work-life balance with an UPTO policy and 13 paid company holidays
• A whole person approach to taking care of you with medical, vision, dental, disability, and life benefits
• 401(k) (with Roth options): 100% match up to 3% of annual comp; 50% match up to 5% of annual comp. So, you contribute 5%, we'll contribute 4%. Safe harbor so 100% vesting

The base pay range for this role is $150,000 - $200,000. Within this range, base pay will be determined based on relevant experience, education, training/certifications, skillset, and work location.

Veruna is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Veruna is an EEO Employer who participates in E-Verify. By applying, you acknowledge that we are an E-Verify employer.