Head of Customer Success

At Chargezoom, we are revolutionizing the way businesses manage payments and billing, making financial processes seamless and efficient. Our platform bridges the gap between billing and accounting with innovative solutions that save time, reduce errors, and enhance our customers' financial operations. As we continue to grow and expand our reach, we are looking for a dynamic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes using our services. This is 100% in-office role based in our Holladay, UT headquarters.

Role Overview

The Head of Customer Success will play a critical role in driving customer satisfaction and loyalty, ensuring our clients receive outstanding support and derive maximum value from our solutions. This leadership position requires a strategic thinker with a passion for service excellence, a deep understanding of customer success principles, and the ability to inspire and lead a high-performing team.

Key Responsibilities

• Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, encourages growth, and reduces churn.
• Lead, mentor, and scale the customer success team to ensure they have the skills, tools, and resources to succeed.
• Establish clear customer success metrics and KPIs to measure performance and identify areas for improvement.
• Work closely with the sales, marketing, and product development teams to ensure a cohesive customer journey and the delivery of consistent value.
• Manage key customer relationships and participate in strategic meetings with our top clients.
• Provide insights to the product team based on customer feedback to help guide product development and enhancements.
• Develop and manage customer success resources, such as onboarding guides, knowledge bases, and training programs.
• Forecast and report on customer success metrics, presenting insights and recommendations to senior leadership.

Qualifications

• Bachelor's degree in Business, Communication, or a related field is a plus.
• Minimum of 5 years of experience in a customer success leadership role, preferably in the SaaS or fintech industries.
• Proven track record of leading customer success teams to achieve and exceed their goals.
• Strong analytical skills with the ability to translate data into actionable insights.
• Exceptional interpersonal and communication skills, with the ability to build relationships with key stakeholders.
• Experience with customer success software including ChurnZero and FreshDesk/FreshChat
• Passionate about technology and its potential to solve real-world problems.