Head Of Customer Success

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7acqxe

We're hiring a Head of Customer Experience to build and scale our Customer Success and Customer Support functions.
This is a core business role.Scorra verso il basso per una panoramica completa dei requisiti di questo lavoro.
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Your mission is to turn Customer Experience into a competitive advantage and a revenue driver.You will own:RetentionCustomer satisfactionExpansion (upsell & cross-sell)Support efficiency at scaleWhat you'll do - Build & scale the functionOwn the end-to-end Customer Experience strategyStructure and scale Customer Success and Support from the ground upDesign processes that work at 10x scale, not just todayAI Driven - bring innovation and changeBe extremely data-drivenDefine and own key metrics: churn, NPS, SLA, retention, expansionIdentify patterns, bottlenecks, and opportunitiesMake decisions based on data, not opinionsFix what's brokenDeep-dive into customer issues and solve root causesContinuously improve support quality and speedBuild systems,



not patchesDrive revenue from existing customersIdentify and unlock upsell and cross-sell opportunitiesWork closely with Sales to build a strong expansion motionTurn Customer Success into a revenue-generating functionBe the voice of the customerWork closely with Product and TechTranslate customer pain into product improvementsPush for better product decisionsWho you are5–8+ years of experience in Customer Success / CX / Support in SaaS or fintechalready built or scaled a CX function, not just operated in onehighly analytical: you think in metrics, not opinionsstrategic but extremely hands-oncomfortable with ambiguity, speed, and ownershipYou care deeply about building things that scaleOffice: Milano.
xysqume Società di ricerca e selezione del personale accreditata presso Min.Lav.
Aut.
Min.
N. ******* del 26 Aprile ****.
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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7acqxe