Head of Customer Success

Okoora is looking for an experienced customer success leader to join our team and help us build our customer success department. As the Head of Customer Success, you will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, working with internal teams with a key focus on retention, minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities.

The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.

Roles & Responsibilities:

• Team Leadership: Build, lead, mentor and scale up customer success team.

• Customer Strategy Development: Develop and execute a comprehensive customer success strategy that aligns with the Okoora objective and key result. focusing on customer expansion, retention, and satisfaction.

• Customer Advocacy: Build strong relationships with customers, ensuring they receive maximum value from the Okoora platform. Grow product adoption, increase usage and educate the customer on the platform.

• Customer Engagement: Oversee the customer onboarding process, ensuring a smooth transition from sales to success. Be the main customer point of contact to build strong long-term relationship, manage and optimize client lifecycle at Okoora.

• Retention & Renewal: Develop strategies to minimize churn. increase customer renewal rates and Identify upsell & cross-sell opportunities.

• Gain Customer Trust: Build and monitor customer health metrics and engagement levels. Net Promoter Score, health score, Customer Satisfaction, Churn, and feedback surveys.

• Cross Collaboration: Work with internal teams to balance exceed and ensure customer needs. deliver a cohesive experience across the customer lifecycle.

Requirements:

• 3+ years previous experience in customer success in a SaaS startup

• Experience in leading teams

• Experienced in building hands-on methodologies

• Strong attention to detail and excellent organizational skills

• Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact

• Excellent communication and presentation skills

• Ability to work independently and within a team

• Strong project management skills

• Experience with companies that offer a combination of product and services – advantage

• Willing to work Monday-Friday