Job Description
Lead the Customer Success function end-to-end, with full accountability for retention, adoption, value realization, expansion, and team performance. We are looking for a strategic, data-governed leader who prevents churn rather than reacting to it, sets unambiguous standards, and takes decisions off the CEO’s plate.
Responsibilities
- Think strategically: Diagnose the “why” behind retention, churn and customer patterns to arrive at decisions and recommendations — moving fluidly between individual accounts and aggregate trends, not executing from a task list.
- Realize value: Prove the outcomes customers bought — ROI, lower cost, operational gains, real adoption — and act as the internal report card on product value and differentiation, not satisfaction or first-time-user praise.
- Clarity of ICPs: Understand deeply about ICPs, and each of the personas that make up a ‘customer’. Know when to engage who and how, and what...