Director of CSM

Shopic is an AI start-up specializing in retail solutions and shopping experiences. Our technology turns any shopping cart into a smart cart. Powered by computer vision and data analytics, the cart lets shoppers grab the products they want and skip the checkout lines when they leave the store.

An experienced Head of Customer Success is needed to join our team. Your responsibility will be to maintain long-term relationships with our clients and to ensure that they are satisfied with our products. As part of the position, the incumbent will be responsible for the organization's support team and its implementation team.

Responsabilities:

• Develop, mentor, and lead high-performing Customer Success and Support teams.
• Establish a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy.
• Measure customer satisfaction and retention by establishing clear customer success goals, KPIs, and metrics.
• Collaborate with internal teams to address customer needs and exceed customer expectations by establishing strong relationships with customers and understanding their needs.
• Analyze data to identify areas in need of improvement in the way our products are being used and adopted by our customers.
• Drive product adoption to maximize customer value by overseeing the onboarding process for new customers.
• Communicate valuable feedback between customers and internal teams in order to improve the product.
• Establishing and implementing processes to ensure effective adoption and renewal, and reporting progress and risks to leadership.
• Creating processes to ensure rapid response to customer support challenges, escalating issues to the appropriate stakeholders, and coordinating across teams.
  
  

• 6+ years' experience in Customer Success or related rules, with at least 2 years' experience managing managers in a software company
• Experience in customer support either directly or in Matrix way or through team leadership
• Extensive customer-facing experience, including field work.
• Experience in customer support (either directly or through team leadership) - an advantage.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.