AddressVP Client Success and Retention
Role Overview:
We are seeking an experienced and dynamic Head of Client Success & Retentions to lead our team in ensuring the satisfaction and long-term retention of our valued clients.
This leadership role requires strategic thinking, exceptional communication skills, and a proven track record of developing and executing successful client retention initiatives. The ideal candidate will be a visionary leader who can inspire and motivate a team to achieve excellence in Client Success and
retention.
1. Strategic Leadership:
- Develop and implement the overall Client Success and retention strategy in alignment with company goals and objectives.
- Provide visionary leadership to the Client Success and retentions team, setting clear goals and expectations for performance.
- Stay abreast of industry trends, best practices, and emerging technologies related to Client Success, renewals, retention, reactivations & collections.
2. Team Management and Development:
- Recruit, onboard, and train a high-performing team of Client Success managers, retention specialists, and support staff.
- Foster a culture of collaboration, accountability, and continuous learning within the Client Success and Retentions team.
- Provide mentorship, coaching, and professional development opportunities to team members to enhance their skills and capabilities.
3. Client Relationship Management:
- Serve as a strategic advisor and escalation point for key client accounts, fostering strong relationships and ensuring client satisfaction.
- Collaborate with the sales and account management teams to identify opportunities for upselling, cross-selling, and expanding client partnerships.
- Lead by example in delivering exceptional customer service and support to clients, setting the standard for excellence across the organization.
4. Retention Strategy and Execution:
- Develop and execute data-driven retention strategies to minimize client churn and maximize customer lifetime value.
- Analyze client feedback, usage data, and market trends to identify opportunities for enhancing the client experience and driving retention.
- Implement processes and systems to monitor client health, identify at-risk accounts, and proactively address issues to prevent churn.
5. Performance Monitoring and Reporting:
- Establish key performance indicators (KPIs) and metrics to measure the effectiveness of Client Success and retention efforts.
- Monitor team performance against KPIs, providing regular feedback, coaching, and support to drive continuous improvement.
- Generate comprehensive reports and analysis to track client retention rates, revenue growth, and other key metrics, presenting findings to senior leadership.
6. Competence in Team Handling
Direct reporties : 4 Lead from the specific departments
Indirect reporties : 25 to 30 indirect reporties
Requirements:
- Proven track record of success in Client Success, account management, or customer retention roles, with at least 7 years of relevant experience.
- Strong leadership and management skills, with the ability to inspire and motivate a team to achieve ambitious goals.
- Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with clients at all levels.
- Strategic thinker with a data-driven approach to decision-making and problem-solving.
- Experience working in a fast-paced, high-growth environment, preferably in a SaaS or technology-driven industry.
- Proficiency in CRM software, customer success platforms, and data analytics tools.
- Certification in customer success or related field is a plus.
