Head of Customer Success

As Walnut's Head of Customer Success, you will be responsible for driving the overall success of customer engagement across the company. This includes leading the Customer Success & Support teams, developing and executing customer success strategies, and ensuring our customers experience high satisfaction levels through proactive customer support, seamless onboarding, and ongoing product adoption. 

You will also manage and inspire remote global teams, fostering collaboration across time zones and cultures to deliver exceptional results. Additionally, you will oversee the technical infrastructure that powers customer success and define KPIs to drive team performance and customer outcomes.

**This is a remote role based out of the United States**

What your day to day will look like:

• Customer Lifecycle Management: Manage and oversee the customer lifecycle, ensuring that customers have a seamless journey from onboarding through retention and expansion. Ensure that all touchpoints, including business reviews and upsell opportunities, are executed in a way that maximizes product adoption and customer satisfaction.
• Define, Implement, and Monitor KPIs: Develop and track key performance indicators (KPIs) that measure the success of the customer success and support teams. These KPIs should monitor critical metrics such as response time, resolution time, customer satisfaction, and issue resolution accuracy. Continuously evaluate team performance and optimize processes to ensure timely, accurate, and customer-focused resolution of issues.
• Team Leadership & Development: Lead, mentor, and scale the customer success team, ensuring they are well-equipped to meet performance goals. Foster a culture of continuous improvement through coaching, performance reviews, and career development opportunities. Ensure the team is consistently delivering on customer needs and expectations.
• Customer Advocacy and Cross-Functional Collaboration: Act as the voice of the customer within the organization, ensuring customer feedback and needs are communicated clearly to Product, Sales, Marketing, and other internal teams. This collaboration will help drive product enhancements and prioritization.
• Drive Retention and Expansion: Develop and implement strategies to minimize churn and maximize customer renewals. Identify upsell and cross-sell opportunities to increase revenue from existing accounts.
• Lead Product Adoption: Drive product adoption across the customer base by developing strategies and initiatives that promote deeper product engagement. Ensure customers fully realize the value of the product and achieve their desired outcomes, leading to increased satisfaction, retention, and expansion opportunities.
• Reporting and Analytics: Regularly report on customer success and support metrics, trends, and opportunities for improvement to senior leadership. Use data insights to optimize team workflows and customer service delivery.
• Process Optimization: Continuously evaluate and refine customer success processes, workflows, and customer service methodologies. Implement best practices for issue escalation, resolution, and ongoing customer support.
• Develop and Implement Support Strategy: Define a comprehensive customer support strategy that aligns with company goals and values. Implement the necessary methods, procedures, tools, and policies to ensure that customer service is of the highest quality and consistently exceeds expectations. Oversee technical issues, resolve bugs, and ensure smooth execution across all platforms.

Requirements:

• 4-8 years of experience in managing customer success teams, particularly in B2B SaaS environments.
• Proven ability to lead and scale teams, drive process improvements and meet performance goals.
• Strong experience with technical tools like ticketing systems, CRM platforms, and analytics tools.
• Excellent communication and interpersonal skills, with the ability to collaborate across departments and advocate for customers.
• Data-driven mindset with a focus on metrics to track team performance and customer outcomes.
• Ability to thrive in a dynamic and fast-paced work environment, balancing strategic initiatives with day-to-day operations.

Compensation: The annual OTE is up to $255k USD (base + bonus combined). We care about our employees' well-being and offer comprehensive benefits, including One Medical, vision coverage, retirement plans, well-being support, travel insurance, and a flexible work environment.