Head of Customer Success

Tymely develops an AI solution (based on NLP) that automatically handles customer support emails (e.g. “I’d like to exchange the size of my pants”) with a human-level accuracy, and sets a new standard for customer service.

We are looking for our very first Head Customer Success! This is a hands-on position, with the potential growth of a future team.

As the Head of Customer Success , you will be responsible for managing all aspects of the customer lifecycle from running the pilot, through onboarding, day-to-day customer management to cross-sell and upsell. 

•  End-to-end ownership of customer onboarding projects
•  Work with enterprise clients directly, providing monthly and quarterly reviews, periodical reporting and product education
•  Establish trusted advisor relationships with our customers, by providing the customer with best practices on how to use our products, and building strong and lasting relationships with stakeholders on the customer side at various levels
• Set and implement Tymely's customers success methodologies and processes - onboarding and product training of new customers, and overall responsibility for ongoing customer health, growth, and satisfaction.
• Deeply understand Client’s service-flows, policies and system behavior, and then translate them into automated workflows, using the support of our analysts and R&D.
• Understand Client’s business objectives, KPIs, and challenges, and tailor our solution to address them
• Act as an advocate for client interests, sharing customer feedback with internal teams to ensure successful onboarding and ongoing customer value
•  Increase the retention and growth through successful renewals and expansion of usage across our customers
•  Understand the market trends and always keep up to date with the latest news and developments impacting our industry
  

REQUIREMENTS

•  8+ years customer success or account management experience in a SaaS or software company
• Proven track record of working with enterprise customers - Must
• Experience with working with retailers – advantage
•  Must be passionate about customers and the Customer Service field. Previous experience in managing customer services is a big advantage
• Startup experience - Must
• Tech savvy – ability to technically present the company to its customers. The role requires the ability to have high-level technical conversations with customers – so this is a must.
• basic knowledge in SQL, Python or any other data-oriented programming language
• Project management skills - proven ability to manage multiple projects simultaneously
• Experience in working with CRM systems (Salesforce, Zendesk, Oracle, etc.)
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role and specifically with C-level executives
• Ability to prioritize, multi-task, and perform effectively under pressure
• Native level English is a must