Head of Customer Success

We are seeking a Head of Customer Success to build and lead a world-class support team dedicated to providing exceptional service to our clients.

The ideal candidate will lead the development and execution of our customer support strategy, ensuring seamless operations, outstanding customer satisfaction, and scalable processes.

Key Responsibilities

1. Manage Global Customer Support Teams
2. End-to-End Implementation Leadership
3. Customer Issue Resolution.
4. Ticketing Management
5. Daily Ticket Reporting
6. Process Improvement
7. Training and Development
8. Stakeholder Collaboration

Requirements:

• Proven experience (5+ years) leading customer support teams in a SaaS environment, preferably within HR tech or global payments platforms.
• Demonstrated success in scaling customer support operations in a fast-paced startup environment.
• Proven ability to manage end-to-end implementation processes for complex software platforms.
• Deep understanding of HR platforms, HCM solutions, and global payroll systems.
• Exceptional communication skills with the ability to collaborate across departments and effectively engage with customers.
• Expertise in using HubSpot.
• Strong analytical skills to measure performance metrics and optimize processes.
• Ability to manage multiple priorities, meet deadlines, and drive results under pressure.
• High level of empathy and a customer-first mindset, dedicated to delivering a positive experience at every touchpoint.
• Experience designing and implementing training programs and knowledge management systems.
• Comfortable working across global time zones and managing remote teams.