Head of Customer Success leading customer onboarding and retention at Fairing, a marketing attribution platform. Defining modern customer success functions leveraging AI and analytics.
About the role
- Product Success Manager at CloudTalk driving engagement and adoption for a $1M+ portfolio. Play a key role in customer success and work with talented global teams.
Responsibilities
- Own the full customer journey – from onboarding to renewals, ensuring customers extract maximum value from CloudTalk.
- Be a trusted product expert – guide clients through best practices, collaborate with Technical Consultants, and help customers leverage advanced features.
- Drive revenue expansion – proactively identify opportunities for upsells and higher-tier plan advocacy.
- Enhance customer health – monitor usage, prevent roadblocks, and improve retention through Velaris and other analytics tools.
- Close collaboration with Sales & Product – ensure seamless handoffs, share customer insights, and contribute to product innovation.
Requirements
- Customer-first mindset – you thrive on making customers successful.
- Data-driven & analytical – you’re comfortable working with Excel/Sheets, BI dashboards, and customer insights.
- Technical aptitude – you enjoy learning software products inside out and can guide customers in leveraging their full potential.
- Industry knowledge – experience in B2B SaaS, business calling software, or cloud communication tools.
- Proven experience – you’ve worked in Customer Success, Onboarding, or Account Management in a SaaS company.
- Familiarity with customer tools – experience using Zendesk, Custify, Planhat, Velaris, or HubSpot is a plus.
- Language skills – business fluency in English and Spanish
Benefits
- 💡 1-1 Coaching sessions with our resident communications advisor
- 📚 Leaders Academy & Learning and Development Budget
- 🏖 Unlimited Paid Time Off
- 🏡 Home Office Budget
- 🎗️ Volunteering Days
- 💻 MacBook for work
- 🏖 Recharge Fridays once per quarter
- 🏋🏼♀️ Fitness Allowance
- 🏥 Private HealthCare
- 💲 Referral bonuses
- 👥 Virtual & physical team buildings
- 👕 Company merchandise
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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