Customer Success Leader

hace 3 semanas

Barcelona, Barcelona, España Lodgify A tiempo completo

**Role Overview**

We are seeking a highly skilled Customer Success Leader to join our management team at Lodgify. As the Vice President of Customer Success, you will lead and scale our Customer Success department, driving customer engagement, retention, and growth. Your primary focus will be on developing and executing strategies that align with our business goals and objectives.

Key Responsibilities:

  • Create and implement a comprehensive customer success strategy that aligns with Lodgify's business goals and objectives.
  • Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth.
  • Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents.
  • Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions.
  • Manage remote teams, ensuring they stay motivated and cohesive, maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives.
  • Develop and implement customer retention programs to minimize churn and enhance customer loyalty.
  • Identify opportunities for upselling and cross-selling additional products and services to existing customers.
  • Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies.
  • Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction.
  • Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability.
  • Manage customer success software and tools and ensure we have the best-in-class solutions in place.
  • Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support.
  • Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns.
  • Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making.
  • Regularly report on customer success metrics to the executive team and provide recommendations for improvement.

Requirements:

  • A strategic thinker with a strong operational background and a passion for building and nurturing high-performing teams.
  • Experience in leading and scaling customer success teams, preferably in a fast-growing startup environment.
  • Proven track record of driving customer engagement, retention, and growth through effective customer success strategies.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to build and maintain strong relationships with customers, stakeholders, and internal teams.
  • Strong analytical and problem-solving skills, with the ability to utilize data and analytics to drive decision-making.
  • Fluency in English, both written and spoken.

Salary: $120,000 - $180,000 per year, depending on experience. We offer a competitive salary, stock options, and a comprehensive benefits package, including health insurance, retirement plan, and paid time off. Our team is passionate about making a meaningful impact in the vacation rental industry, and we're excited to welcome the right candidate to join us on this journey. If you're a driven professional looking for a new challenge, please don't hesitate to apply.

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