Head of Success @Series A b2b SaaS

Title: Head of Success (VP level)

Location: EU, UK

Industry: Enterprise SaaS

Time to deliver: 30 days

The mission of the role 

Ensure that all high potential customers (big names and high potential profiles) are able to successfully provide outstanding self-serve experience for their stakeholders (customers and employees). 

The Challenge

• Previous experience in managing and building team of 4+ CSMs

• Experience embedding the culture of customer success throughout the organization

• Experience setting core metrics and monitoring those against goals

• Experience developing and perfecting Playbooks based on new features/customer feedback

• Experience working with customer personas (enterprise, mid to large market)

• Past experience in product-based organization and close collaboration with the product team, driving the feedback loop

• Female focused search

The Solution

• Scorecard to align on the expectations from the person

• Targeted search from selected niche companies and geographies

• Defined representation and positioning strategy to attract the entrepreneurial talent

• Confidential approach focused on CX

• Managed process end to end

• Pre-closed the offer

The Results

Managed process end to end, supported on the offer stage and beyond. Offer presented and accepted within 90 days from the retained contract signature.