Head of Customer Success

As the Head of Customer Success at SuperAGI, you will play a vital role in leading and scaling our Customer Success team. You will be responsible for developing a strategic approach that focuses on enhancing product adoption, ensuring customer retention, and driving long-term revenue growth. Your leadership will be instrumental in crafting a world-class customer journey and fostering strong post-sale relationships to maximize the value our platform offers. Your key responsibilities will include: Strategy & Leadership: - Creating and executing a Customer Success strategy that aligns with company objectives. - Building, managing, and mentoring a high-performing Customer Success team comprising Customer Success Managers, Onboarding specialists, Support representatives, and more. - Overseeing the entire customer lifecycle, from onboarding to renewal and expansion opportunities. Customer Outcomes: - Elevating customer satisfaction levels, retention rates, and advocacy scores. - Driving product adoption and usage by providing effective customer education and engagement. - Collaborating with the Sales and Marketing teams to identify and capitalize on expansion opportunities. Operations & Enablement: - Designing scalable Customer Success processes and playbooks. - Defining and monitoring key metrics such as churn rates, adoption rates, and health scores to ensure accountability. - Acting as the voice of the customer within the organization, influencing product roadmap decisions and go-to-market strategies. Cross-functional Collaboration: - Working closely with Product, Engineering, and Support teams to address customer needs and feedback. - Collaborating with Revenue Operations, Sales, and Marketing departments on customer lifecycle initiatives and revenue targets. To be successful in this role, you should possess the following qualifications: - 7+ years of experience in Customer Success or post-sale leadership roles within the B2B SaaS industry, with a proven track record of leading teams at scale. - Direct experience in managing Customer Success Managers and building Customer Success teams, processes, and metrics from the ground up. - Demonstrated success in improving Net Revenue Retention, reducing churn rates, and increasing product adoption. - In-depth understanding of SaaS business models and key success metrics such as Annual Recurring Revenue (ARR), Net Revenue Retention (NRR), Customer Acquisition Cost (CAC), Customer Lifetime Value (CLTV), etc. - An MBA from a top-tier business school is a requirement for this position. - Exceptional communication skills with an executive presence and the ability to engage effectively with senior stakeholders. - Strong analytical and operational mindset with prior experience using Customer Success platforms and Customer Relationship Management (CRM) systems.,