Head of Customer Success
Share
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Kinsta is one of the top-managed WordPress hosting companies with a growing club of 120000 businesses including startups universities and Fortune 500 firms. Were motivated by excellent quality and proud to have received a 97% satisfaction rating from our customers.
Thats because to us each day is a chance to grow. As a team we continuously inspire each other to learn new and better ways to make an impact. We own our jobs proudly - our leaders dont hold our hands but theyre in our corner whenever we ask for help - and our environment is flexible and remote-first.
Were seeking a Head of Customer Success to shape Kinstas customer success strategy. The Head of Customer Success will be responsible for overseeing Kinstas customer success initiative a cross-functional effort focused on increasing customer satisfaction achieving early adoption improving retention and expansion and reducing churn.
The Head of Customer Success is also responsible for the day-to-day management and operational leadership of the Customer Success team one of several teams that are part of the overarching customer success initiative.
At Kinsta the Customer Success team itself is not responsible for commercial aspects and conversations such as upsells and renewals. The Account Management team within our Sales department is responsible for these efforts and is one of the cross-functional teams within the customer success initiative.
What Youll Do:
- Coordinate and drive the cross-functional focal areas of the Customer Success initiative: onboarding adoption and engagement retention expansion and advocacy and feedback
- Coordinate and run regular Net Retention Revenue (NRR) review meetings attended by stakeholders to discuss progress.
- Architect and oversee a live onboarding program designed to ensure smooth onboarding and rapid adoption.
- Manage feedback programs such as cancellation surveys and anniversary surveys with the goal of enhancing customer satisfaction driving change and increasing response rates.
- Design implement and manage programs that increase the adoption of new and existing features and services on our platform.
- Design implement and manage workflows for monitoring assisting with and escalating tickets/chats to ensure progress and positive outcomes.
- Design implement and manage internal alerting programs flagging potential upsell opportunities churn-like behavior and indicators of poor customer experience.
- Manage the day-to-day operations of the Customer Success team. Review interactions provide coaching and ensure team members are achieving desired outcomes in implementing the programs workflows and processes that contribute to Kinstas customer success goals.
What Youll Bring to the role:
- Demonstrated proficiency in leading a Customer Success team with a focus on strategic planning and operational execution.
- A strong track record of increasing NRR including creating and managing NRR improvement roadmaps and coordinating reviews with stakeholders.
- Knowledge and experience in defining strategy and scaling execution across all our defined focal areas of Customer Success: onboarding adoption & engagement retention expansion and advocacy & feedback.
- Process and Program Management: Experience establishing and overseeing programs such as live onboarding and managing systematic processes for monitoring customer satisfaction upsell opportunities and churn predictors.
- Demonstrated ability to maintain strong open communication and collaborate effectively with colleagues across the entire company.
- Skilled in managing customer feedback programs (e.g. cancellation/anniversary surveys) to gather trends share actionable insights and ensure customer feedback is incorporated into the product roadmap.
- Completely fluent in English with both excellent written and verbal communication skills.
Bonus points if you have:
- Previous experience building and/or running a live onboarding program in the hosting industry.
- Previous experience in a technical support role in the hosting industry or technical skills comparable to those of a technical support engineer.
- Previous experience utilizing HubSpot and Intercom in a Customer Success style role.
Our Benefits:
- Annual remote expense budget.
- Flexible PTO.
- Paid parental leave.
- Annual professional development budget: available after one year with Kinsta.
- Sabbatical: available after three years with Kinsta (and every three years thereafter).
- Location-specific healthcare benefits (including vision and dental) for employees hired in the USA UK and Hungary.
- Pension plan for employees hired in the UK and 401k contributions for employees hired in the USA
Kinsta is proud to be an equal opportunity employer. We will not discriminate and we will take actions to ensure against discrimination in employment recruitment advertisements for employment compensation termination promotions and other conditions of employment against any employee or job applicant on the basis of race color gender national origin citizenship age religion creed disability marital status veterans status sexual orientation gender identity gender expression or any other status protected by the laws or regulations in the locations where we operate.
By applying to one of our positions you agree to the processing of the submitted personal data in accordance with Kinstas including the transfer of your data to the United States.
#LI-Remote #IHSRemote
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Director
Key Skills
- Marketing & Promotions
- Attorney At Law
- Jni
- Airlines
- Art
About Company
Kinsta is a modern cloud hosting company focused on WordPress hosting. We run our services on cutting edge technology and we are proud of the level of support we offer to our customers. Our talented and motivated team is scattered across the globe with team members hailing from every ... View more
AI AutoApply
Apply to 100+ jobs with one click
AI Resume Builder
Create an ATS-ready CV in minutes
AI Cover Letter
Write a personalized letter instantly
Related Jobs
Teacher of Geography – Brent Independent School Apply Now!
London Borough of Brent
Teacher of Spanish with ECT support Lovely Outstanding Brent School
London Borough of Brent
