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Immunefi
This job is closed
Summary
Immunefi is looking for a Head of Customer Success to own the customer-facing side of our business, which today includes our Account Management and Triage teams. This is a senior role within the organisation with a large mandate that will have a massive impact on Immunefi’s future success as the leader in Web3 security. The Head of Customer Success will receive significant support, resources, and personal investment commensurate with the scope of the role.
Role Responsibilities
- Set the vision and strategy for the post-sale function that supports and enables Immunefi’s overall company strategy
- Manage the customer-facing teams to ensure all targets are successfully achieved (gross/net retention, NPS, SLAs, etc.)
- Work closely with Immunefi’s Head of Product to ensure the creation and use of strong channels for customers to provide product feedback
- Set and manage ambitious quarterly OKRs in collaboration with team leads and executives
- Proactively identify future headcount needs for the team to build a hiring roadmap
- Develop the customer onboarding strategy to ensure fast time-to-value
- Continuously propose solutions to make the function more efficient and scalable, including through the use of emerging AI tools
- Coach and mentor team members to bring out the best in their abilities, potential, and contributions to Immunefi
- Identify new product and service offerings that will contribute to customer satisfaction and expand Immunefi’s addressable market
- Analyze data and customer feedback to develop strategies for improving the customer experience
Applicant Requirements
- 8+ years of customer-facing experience
- 4+ years managing teams
- Experience managing enterprise relationships
- Experience starting new teams or reorganizing existing teams
- Experience managing a departmental budget and assessing tradeoffs between competing resource allocation opportunities
- Demonstrated experience setting departmental strategy, goals, and action plans
- Ability to work cross-functionally to influence senior leaders across an organization
- Self-starter attitude and the ability to execute new ideas with autonomy