Head of Customer Success
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- Location
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- Posted
- Salary Range
- 150k - 175k USD
Lead client success function at sFOX, develop engagement strategies & implement programs for high-quality client experience
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Head of Customer Success
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Job Location
Salary Range
150k - 175k USD / YEAR
Job Summary
The Head of Customer Success at sFOX is a key senior leader responsible for delivering the highest quality experience for clients. This individual will oversee client success functions, develop engagement strategies, and implement programs to ensure client satisfaction. They will also lead and develop personnel, track key performance indicators, and collaborate with executive leadership to build the company's client relationship methodology. The ideal candidate has a passion for developing processes, tracking effectiveness, and building meaningful relationships with clients. They should have experience leading diverse teams, developing key performance indicators, and maturing business functions to enable scalable growth and efficiency. With a customer-focused approach and strong ability to synthesize data into actionable outputs, the Head of Customer Success will drive client success and contribute to sFOX's growth.
Role
The Head of Customer Success is a key senior leader within sFOX who will ensure the organization delivers the highest quality experience for our clients. This individual will have direct accountability for the success and engagement of all clients and their activities post sales. This will include, but is not limited to, ensuring clients are on-boarded in an expeditious manner, ramp up their usage of the platform effectively, are consistently engaged during the life of their engagement with sFOX and ensure their overall relationship is managed proactively. This position will be responsible for developing engagement strategies and implementing the programs in collaboration with other functions within the company. The Client Success Manager will directly oversee client success functions of the organization including the hiring and development of its personnel. This position will collaborate closely with the Head of Operations, and entire executive leadership team, to build sFOX’s client relationship methodology, track its efficacy, and mature our programs as the organization grows. We are looking for a leader who has a passion for developing processes, tracking the effectiveness of activities, developing meaningful relationships based on trust with clients and developing their personnel to reach their full potential.
Responsibilities
Own and execute all aspects of the client success function post sale
Lead and develop the personnel of the client operations, client support, client operations teams
Develop strategies to provide high touch service to our client base and the outline the programs required to achieve the desired outcomes
Develop standardized key performance indicators (KPIs) for the teams, in collaboration with executive leadership, to monitor client service operations and maintain reporting
Continually monitor and optimize the operational performance of the teams
Develop standardized client platform usage reporting and visuals to be shared with the clients in their strategic reviews
Collaborate with the senior leaders of other functions throughout the business to solve identified problems and, or, improve processes
Maintain budgetary discipline of the clients services functions while advocating for strategic expenditures which allow the teams to better achieve company objectives
Develop presentations with the clients services metrics in collaboration with the Head of Operations, and other executive team members, for consumption by investors and the board of directors
Ensure all aspects of the client experience with sFOX are of the highest quality are both scalable and replicable as the company grows
Requirements
Proven leader of diverse teams with experience in developing personnel to their fullest potential and growing a team to meet the needs of a rapidly scaling business
A team first attitude and desire to lead by example
Experience developing key performance indicators and tracking aspects of clients, or internal teams, activities to identify issues and opportunities
A track record of maturing a business functions processes and bolstering infrastructure to enable scalable growth and efficiency
A customer focused approach to problem solving with a desire to ensure every client experience is of the highest quality
Experience developing and presenting client facing materials and managing client interactions
Experience working and leading teams within the financial services industry, ideally with institutional investors
Experience collaborating with senior and executive leadership to develop client oriented strategic initiatives and implement them utilizing resources from multiple teams
Strong ability to synthesize data into actionable outputs
Nice to Have
A deep interest in the digital assets / crypto space, direct experience preferred
Experience leading geographically dispersed teams in a remote first environment
Experience working with or leading client success teams
Experience building a business function from early team member hiring to fully mature operations
General familiarity with APIs and trading
sFox is a remote first company. The expected salary range for this role is $150,000-$175,000 annually and will commensurate with experience, qualifications and location.
