Head of Customer Success

About Us:

We are a leading provider of expatriate tax preparation services, dedicated to delivering exceptional experiences for U.S. expats around the world. As a growth-oriented, tech-enabled company, we leverage technology and a deep understanding of expatriate needs to provide expert tax services.

Job Summary:

We are seeking a resourceful, analytical Head of Customer Success to lead and elevate our Customer Success function with a proactive, sales-focused approach. This person will oversee a team of Customer Success Representatives, analyze key customer metrics, and develop solutions to drive client satisfaction, retention, and conversion. The ideal candidate has experience in B2C sales, is skilled at coaching teams, thinks systematically, and is comfortable using customer success tools and AI to optimize results.

Key Responsibilities:

• Coach and Lead Team: Train and motivate Customer Success Representatives, fostering high performance and continuous improvement.

• Analyze and Improve Customer Success Metrics: Monitor and interpret key metrics to identify issues and opportunities, with a focus on satisfaction, engagement, and conversion.

• Sales-Oriented Customer Success: Introduce a proactive approach with follow-ups to high-value leads and outreach to past clients to drive conversions.

• Optimize Tools and Systems: Utilize CRMs, chat platforms, and automation tools (e.g., Zapier) to streamline workflows and enhance the client experience.

• Leverage AI for Efficiency and Effectiveness: Apply AI tools to improve efficiency and client outcomes, keeping the team at the forefront of technological advancements.

• Cross-Functional Collaboration: Collaborate effectively across teams and work independently in a fast-moving, growth-oriented environment.

• Focus on Key Metrics: Drive high-level results in client conversions, satisfaction, and retention.

Key Qualifications:

• Experience: 3+ years leading team in customer success or client services with B2C sales experience, ideally in a SaaS or tech-enabled service company.

• Analytical and Problem-Solving Skills: Strong data analysis skills to interpret metrics and drive solutions.

• Leadership and Coaching Skills: Proven ability to coach and motivate teams for high performance.

• Technical Proficiency: Experienced with customer success tools (CRMs, chat platforms) and ideally automation.

• Systematic Thinker: Able to create scalable, structured processes for efficiency and consistency.

• AI Experience: Must have experience using AI tools to enhance sales and/or customer success.

Why Join Us?

• Impactful Role: Shape and elevate the customer success function in a growth-driven environment.

• Learning and Growth: Gain exposure to innovative practices, including AI, to enhance client experiences.

• Collaborative Team: Join a motivated, high-performing team dedicated to delivering excellence

Work format: permanent independent contractor role, full-time, 100% remote, CET

We appreciate your interest and advise that only those selected for an interview will be contacted