LatAm: Head of Client Success

*ONLY ENGLISH RESUMES WILL BE REVIEWED*

Position: Head of Client Success

Working Hours: 9 a.m. to 6 p.m. PST, Monday to Friday

Holidays: US Holidays

Salary: 2500 USD - 3000 USD

Location: Remote (LatAm)

INDEPENDENT CONTRACTOR

About you:

The Head of Client Success will be responsible for overseeing the client success department, building and refining processes, implementing systems, and ensuring that our clients achieve their desired outcomes through our products and services. This role requires a hands-on leader with a strategic mindset and a bias for action who is ready to grow and learn with the company. The ideal candidate will have a proven track record in client success, excellent English proficiency, and familiarity with startup culture.

Responsibilities:

Department Leadership: Lead and manage the client success department, developing a high-performing team dedicated to client satisfaction and success.

Process Development: Build out and refine processes and systems to enhance client success and improve overall efficiency. Develop and implement playbooks to standardize and optimize client interactions.

Metric Tracking: Establish and maintain robust metrics and KPIs to track the effectiveness of client success initiatives, identify issues, and drive continuous improvement.

Team Building: Recruit, onboard, and mentor a team of client success professionals, fostering a culture of excellence, accountability, and continuous learning.

Client Engagement: Actively engage with key clients to understand their needs, provide tailored solutions, and ensure their long-term success with our products and services.

Startup Environment Adaptability: Embrace and thrive in a fast-paced startup culture, executing tasks efficiently and making a tangible difference in the organization.

Proactive Problem Solving: Identify potential challenges and proactively develop strategies to address them, ensuring a seamless client experience.

Cross-Functional Collaboration: Work closely with other departments, including Sales, Product, and Marketing, to align client success initiatives with overall company goals and objectives.

Requirements

Experience: Minimum 7 years of experience in client success, business development, or a related field, with at least 3 years in a leadership role.

Expertise: Demonstrated expertise in building and managing client success processes and systems, with a strong track record of improving client outcomes and satisfaction.

Communication: Exceptional English proficiency with natural and effective communication skills, both written and verbal.

Leadership: Proven ability to lead, mentor, and inspire a team, fostering a positive and productive work environment.

Startup Savvy: Familiarity with startup culture and a hands-on approach to problem-solving and execution.

Bias for Action: Strong sense of urgency and a proactive, results-driven mindset.

Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions to enhance client success strategies.

Adaptability: Flexibility and adaptability to navigate the evolving needs of a growing startup.