Global Head of Customer Success (SMB)

Company : ABC Fitness Solutions

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION: 

As the Global Head of Customer Success, you will play a vital role in ensuring our SMB customers receive exceptional service and support throughout their entire journey with our software. You will be responsible for leading our regional customer team and will support our SMB customers and colleagues within the North America region by developing and implementing strategies to drive customer value, satisfaction, and reduce churn. This position offers an exciting opportunity to help shape the SMB customer success function and make a significant impact on our growing organisation.

The successful candidate will be an ambitious, customer-centric individual who can work cross-functionally to highlight, prioritize and seamlessly navigate the business to deliver positive outcomes for customers. This is a crucial hire for ABC Fitness as we scale up to meet the needs of our growing customer base and organisation. The individual will have the opportunity to work closely with global leadership to drive overall success in the region through the post-sale function.

WHAT YOU’LL DO:    

• Develop and lead a world-class Customer Success team
  • Attract and recruit high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

• Inspire Customer Success Across Company
  • Reinforce company-wide culture of Customer Success
  • Work with Marketing to optimise engagement across the customer lifecycle
  • Advocate client requests with the Product team using data driven insights and trend reporting to influence the product roadmap

• Manage Customer Success Activities
  • Onboarding experience
  • Ongoing product adoption
  • Renewal lifecycle management

• Boosting effectiveness across the Onboarding Journey
  • Ensuring adherence to key metrics & milestones
  • Enhancing team performance through measurement, communication and mentorship
  • Using data to effectively manage customers through key stages across the journey
  • Extracting insights from data and disseminating feedback across different business units to drive optimization

• Drive regional Customer Success outcomes:
  • Increase gross retention rate and reduce churn
  • Optimize regional
  • Improve overall customer satisfaction and health scores

• Support the development of playbooks for key phases of the customer journey including Onboarding, Adoption, Renewal, and Expansion
• Partner with Enablement & Product Marketing to develop existing customer training materials, adapting to new product releases and internal process improvements
• Work with leadership to create feedback loops and ensure alignment and drive optimisation between onboarding and other departments
• Collaborate cross-functionally with sales, product, and marketing teams to align customer success efforts and drive customer adoption and loyalty
• Proactively identify at-risk customers and develop action plans to mitigate churn
• Stay up-to-date with industry trends and best practices across customer success to drive continuous improvement mentality.

WHAT YOU’LL NEED:

• 12+ years of proven experience leading high performing and highly engaged teams – teams withing the fitness/wellness space is preferred
• Proven, strong financial acumen and experience successfully managing a P&L
• Experience of managing team members and customer relationships in multiple geographies, languages and cultures
• Proven ability to develop, build and scale teams while considering succession planning
• Excellent experience in the ideation to the implementing of processes and utilising technology to deliver consistent results to defined KPIs to support the customer lifecycle
• Experience with Salesforce, Slack, and Gainsight
• Knowledge of APIs and fitness technology a bonus
• Familiarity with customer success tools and technologies
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to build and maintain strong relationships with customers
• Exceptional problem-solving and analytical skills
• Demonstrated track record of driving customer satisfaction and retention
• Results-driven with a str