Director of Customer Success and Support

Novidea is seeking a highly motivated and experienced Head of Customer Success & Support to join our team.

The role will include responsibility for building and maintaining strong relationships with our clients, ensuring their

satisfaction and the success of our products.

Role Description:

Build and lead a high-performing Customer Success and Support teams, providing guidance, mentorship, and strategic direction.
Develop and implement a comprehensive customer success strategy that aligns with the company's goals and ensures customer satisfaction, retention, and advocacy.
Define clear customer success goals, KPIs, and metrics to measure customer satisfaction and retention.
Establish strong relationships with customers, understanding their needs, and collaborating with internal teams to address and exceed customer expectations.
Monitor customer usage and adoption of our products, analyzing data to identify areas for improvement.
Oversee the onboarding process for new customers, ensuring a smooth transition and driving product adoption to maximize customer value.
Develop initiatives to retain and grow customer accounts, identifying upsell and cross-sell opportunities to drive revenue.
Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.
Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancement.
Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership on account on progress, opportunities and risks.
Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders and coordinating across the company as needed.

Requirements:

At least 7 years Customer Success experience, with a minimum of 3 years in leadership or management roles and time spent working in a rapidly scaling SaaS company.
Experience in customer support (either directly or through team leadership) - an advantage.
Strong understanding of Customer Success principles and best practices
Excellent leadership and team-building skills
Data-driven: using data and analytical tools to take inform decisions and drive the best outcomes for customers and the business
Detailed oriented with excellent communication, interpersonal, and problem-solving skills
Proven track record of successfully managing client relationships and driving customer satisfaction.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
You thrive in a fast-paced environment and are impact driven, always willing to go the extra mile to get things done.
Knowledge of Salesforce products and technologies- an advantage.
Understanding of the insurance industry standards and best practices- an advantage.
Experience with SAAS products and Customer Success & Support tools