Head of Customer Success

We’re growing and on the move -- 20 years young, with startup fever. We're a living, learning laboratory of Product Management, serving Product Management! Our Mission is to empower product professionals with the knowledge and tools to deliver products that matter. Our Goal is to transform 10,000 teams in 10 years. To get there, we are guided by our Core Values: Outcomes over Outputs: We make a difference with measurable results Truth Tellers: We have the courage to say what needs to be said. One Team: We are dedicated to achieving common goals. Ready to apply your talents to raise the bar for Product Managers with a great team? Read on. A successful Head of Customer Success will ensure that our training & consulting team (Client Services) deliver the best client outcomes and experience. They will help organize the delivery of our products and services such that clients realize the full value from product management transformation. They will be responsible for promoting client loyalty and enhancing retention. The right hire will have the ability to understand and clearly articulate the nuance of client needs and requirements to our Client Services team, ultimately driving delivery of solutions to our clients that address current pain points and enable client outcomes. This position will oversee the Client Services team, will be a member of the Leadership Team, and report directly to the CEO. Responsibilities: Client Outcomes Develop and execute a comprehensive customer success strategy to ensure customer satisfaction, retention, and expansion. Establish and maintain strong relationships with key customers, acting as a trusted advisor and strategic partner to understand their needs and ensure their success. Define and implement customer success metrics, goals, and KPIs to measure team performance and effectiveness. Collect data from engagements to ensure we are hitting/exceeding client targets and expectations and to learn from less successful engagements. Provide regular reports and updates to clients on the progress of their accounts. Build and lead a high-performing client services team, providing guidance, coaching, and mentorship to drive their success and professional growth. Create and manage operational processes to optimize consultants' time and efforts. Build and maintain internal relationships with Sales, Product, and Marketing departments. Drive onboarding processes within the team to ensure smooth and successful implementation of our products and services. Create processes and efficiencies on the team to support growth of team members and knowledge sharing and retention. Streamline engagement processes and leverage internal technology (ERP, Project Management, CRM) to automate practices and optimize team utilization. Advocate for and represent the Client Services team at leadership team meetings. Collaborate with cross-functional teams, including sales, marketing, finance, and product, to align client services initiatives with company goals and objectives. Own the training calendar and manage scheduling of team and facilitators on client engagements. Requirements: Bachelor's degree in business, management, or a related field (MS or MBA preferred). Proven experience as a VP of Customer Success or in a similar leadership role within the consulting services industry. Demonstrated track record of driving customer success and achieving high client satisfaction metrics. Strong leadership and team management skills, with the ability to inspire and motivate a diverse team. Strategic mindset with the ability to develop and execute customer success strategies aligned with business goals. Excellent communication and interpersonal skills, with the ability to build relationships with clients and internal stakeholders. Analytical mindset with the ability to leverage data and metrics to drive informed decision-making. Experience with ERPs and managing internal logistics a plus. Knowledge of CRM (HubSpot) and customer success platforms is a plus. Proactive, result-oriented, and adaptable to changing client needs and market dynamics.

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