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Job Description & How to Apply Below
Talent
500 is hiring for one of its clients.
Key Responsibilities:
Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.
Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.
Manage global customer relationships and maintain strong engagement with senior stakeholders.
Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.
Own support operations, ticket/case management, workflows and service processes.
Drive CSAT, customer experience, SLA adherence, resolution time and customer health.
Identify customer risks proactively and drive timely resolution of escalations.
Build and continuously improve SOPs, knowledge repositories, templates and process documentation.
Use data and operational metrics to track team performance, customer trends and service effectiveness.
Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.
Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.
Mentor, coach and develop team members, building strong technical, customer management and interpersonal capabilities. Drive continuous improvement and automation across Customer Success processes and systems.
Essential
Skills & Experience:
15–18+ years of experience in Customer Success, Customer Operations, Support, SaaS Operations or Client Management. Strong experience managing global/enterprise customers in a SaaS/software environment.
Proven experience leading Customer Success, Support and/or Business Analyst teams.
Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.
Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.
Strong leadership, people management and stakeholder management capabilities.
Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics.
Strong understanding of enterprise applications, data integrations and technology-driven solutions.
Ability to drive cross-functional initiatives and influence Product/Engineering teams.
Leadership & Behavioral Traits:
Strong hands-on mindset with the ability to go deep into code and models.
Strategic thinker with execution focus.
Excellent communication skills and ability to influence senior stakeholders.
Comfortable operating in ambiguity and building from zero to scale.
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