Director of Customer Success and Support

Novidea is seeking a highly motivated and experienced Head of Customer Success & Support to join our team.

The role will include responsibility for building and maintaining strong relationships with our clients, ensuring their

satisfaction and the success of our products.

Role Description:

- Build and lead a high-performing Customer Success and Support teams, providing guidance, mentorship, and strategic direction.
- Develop and implement a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy.
- Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.
- Establish strong relationships with customers, understanding their needs, and collaborating with internal teams to address and exceed customer expectations.
- Monitor customer usage and adoption of our products, analyzing data to identify areas for improvement.
- Oversee the onboarding process for new customers, ensuring a smooth transition and driving product adoption to maximize customer value.
- Develop initiatives to retain and grow customer accounts, identifying upsell and cross-sell opportunities to drive revenue.
- Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.
- Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancement.
- Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership on account on progress, opportunities and risks.
- Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders and coordinating across the company as needed.

Requirements:

- At least 7 years Customer Success experience, with a minimum of 3 years in leadership or management roles and time spent working in a rapidly scaling SaaS company.
- Experience in customer support (either directly or through team leadership) - an advantage.
- Strong understanding of Customer Success principles and best practices
- Excellent leadership and team-building skills
- Data-driven: using data and analytical tools to take inform decisions and drive the best outcomes for customers and the business
- Detailed oriented with excellent communication, interpersonal, and problem-solving skills
- Proven track record of successfully managing client relationships and driving customer satisfaction.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- You thrive in a fast-paced environment and are impact driven, always willing to go the extra mile to get things done.
- Knowledge of Salesforce products and technologies- an advantage.
- Understanding of the insurance industry standards and best practices- an advantage.
- Experience with SAAS products and Customer Success & Support tools