Head of Customer Success
1 week ago
Company Description
BYC provides solutions for a variety of startups and growing companies.
One of our Clients is a fintech Company.
Role Description
As the Head of Customer Success, you'll be at the heart of building and scaling our customer success operations. Reporting directly to the COO & Co-Founders, you will shape how Celery engages customers, from the onboarding call to ongoing delivery of exceptional value. You'll be hands‑on with clients, internal teams, and leadership, ensuring every customer not only gets measurable value from the Celery platform but also becomes a long‑term advocate, directly driving retention, expansion, and revenue growth
● Build the CS Department: Establish the foundations of the Customer Success function, including structure, processes, and future team growth and hiring employees
● Customer Onboarding: Lead onboarding for new customers, including account setup, configuration, training, and ensuring effective platform adoption.
● Customer Support: Serve as the main point of contact for users, offering prompt, accurate, and empathetic service.
● Playbook & Process Building: Design and implement onboarding playbooks, customer health scoring, and quarterly business review (QBR) processes.
● Customer Journey Optimization: Build scalable processes that support long-term customer success and satisfaction.
● CS Metrics Management: Track and report on KPIs such as NRR, pilot conversion, and retention.
● CRM Management: Keep customer records up to date in our CRM platform.
● Work Closely with R&D: Act as a bridge between customers and the R&D and Product team to ensure product issues, feedback, and feature requests are clearly communicated and addressed.
Qualifications
Professional Background:
● 5+ years of experience in B2B SaaS, at least 2 years building CS processes or playbooks, focusing on strategic customer engagement. fintech experience preferred
● Previous experience in a finance-related role - ideally a CPA or similar
● Experience working with enterprise or mid-market customers (bonus: healthcare or financial operations)
● Strong customer-facing experience with a proven ability to build trust, manage relationships, and represent the company externally
Skills & Experience:
● English Mother tongue level (written and verbal) - Must
● Strong analytical and problem-solving skills
● Able to manage multiple tasks and priorities in a fast-paced environment
● Excellent interpersonal and collaboration skills
● Proficient in CRM tools and customer success platforms (bonus: Hubspot)
● Independent and self-motivated
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