Head of Customer Success job description

Customer success — Head of Customer Success
Sets support and success strategy and owns retention company-wide.

RESPONSIBILITIES
- Set the enablement approach for the organization, deciding what is taught live, what becomes self-serve and what is retired, and show the effect on customer adoption.
- Set the time-to-value target the organization works to, and get product, sales and support to change the parts of the path they own.
- Own the health-scoring model for the whole customer base, deciding what it measures, and replace it when it stops predicting customer outcomes.
- Decide which adoption measures the organization relies on, and get product to instrument the data that is missing.
- Set the review standard and cadence for the whole customer base, and decide which accounts need a different format altogether.
- Set how success plans are built and reviewed across the organization, including what makes a plan worth keeping.

REQUIREMENTS
- Experience at the Team Lead, Customer Success level (level 4 of 5) or equivalent
- Holds HubSpot Service Hub Software Certification

REQUIRED SKILLS
Support Operations
- Support Ticket Triage and Prioritization — You can set the triage and prioritization standard across the whole support organization, and decide when a new ticket type needs its own rule rather than a judgment call.
- Product Troubleshooting and Diagnosis — You can lead diagnosis of the hardest recurring issues, decide when a workaround is acceptable versus when a fix must be forced through, and coach others through a first difficult diagnosis.
- Support Queue and SLA Management — You can set SLA policy for the support organization and negotiate it with customers and leadership, balancing cost against the commitment being made.
- Support Escalation Ownership — You can set the escalation policy for the support organization, including when a customer is told the plain truth about an unresolved issue rather than given a placeholder update.
- Bug Reproduction and Reporting — You can lead reproduction of defects that several engineers have already failed to pin down, and improve the reporting template from what kept going missing.
- Multi-Channel Support Delivery — You can set channel strategy for a team, deciding what belongs on chat versus a call versus a ticket, and coach others whose channel switching is costing time.
- Customer Incident Status Communication — You can set the incident communication standard for the organization, including what triggers proactive outreach and what a post-incident letter must contain.
- Customer Escalation Handling — You can set how escalations are triaged, owned and reviewed across the organization, and make sure root causes reach the teams that can remove them.
- Support Quality Review and Coaching — You can set the quality standard and coaching model for the support organization, and decide the hiring profile and performance standard for its support roles.

Onboarding
- Customer Implementation Planning — You can decide how implementations are planned across the organization, including templates, staffing model and escalation point, and extend that approach to partner and services teams.
- Product Training and Enablement Delivery — You can set the enablement approach for the organization, deciding what is taught live, what becomes self-serve and what is retired, and show the effect on customer adoption.
- Self-Serve Help Content Authoring — You can restructure a failing help center section, settling disputes over voice, depth and topic placement, and edit other writers' articles to raise their quality.
- Onboarding Milestone Tracking — You can find the pattern behind slippage that repeats across accounts and fix its cause, and call an onboarding at risk before the tracker shows it.
- Time-to-Value Acceleration — You can set the time-to-value target the organization works to, and get product, sales and support to change the parts of the path they own.

Account Growth
- Customer Health Scoring — You can own the health-scoring model for the whole customer base, deciding what it measures, and replace it when it stops predicting customer outcomes.
- Product Adoption Analysis — You can decide which adoption measures the organization relies on, and get product to instrument the data that is missing.
- Quarterly Business Review Facilitation — You can set the review standard and cadence for the whole customer base, and decide which accounts need a different format altogether.
- Customer Success Plan Development — You can set how success plans are built and reviewed across the organization, including what makes a plan worth keeping, and you get sales and product planning against the same customer outcomes.
- Churn and Renewal Risk Management — You can set how churn risk is assessed and renewals are forecast across the customer base, and decide which risks are worth intervening on versus accepting.
- Expansion Opportunity Identification — You can find growth in accounts where the signal is not in the usage data, such as a new team forming or a sponsor changing, and shape the case before sales picks it up.

Customer Voice
- Product Feedback Routing — You can weigh feedback across the customer base so product hears the pattern rather than the loudest account, and you say no inside your own team with a reason people accept.
- Customer Reference and Advocacy Development — You can decide how advocacy is run across the organization, what it asks of customers and what they get back, and you get marketing and sales working to the same approach.
- Customer Community Engagement — You can revive a community that has gone quiet, or hold one together through a launch that upsets people, and you develop the customer moderators who keep it running.
- Customer Satisfaction Measurement — You can set which satisfaction measures the organization reports and how teams act on them, and bring the results into support and product planning.

Delivery
- Project Management — You can set the everyday habits for how work is organized and followed up across the organization, and teams you do not lead adopt the routines you introduce.
- Planning & Estimation — You can forecast work and staffing quarters ahead, and set the estimating method other teams use.
- Ownership & Accountability — You can report the organization's most exposed outcomes to its leaders as they stand, including bad news, and answer for them.
- Quality Focus — You can raise the quality bar across the organization by building the tools and habits that make the careful way the easy way.

Craft
- Problem Solving — You can crack problems the organization has repeatedly failed to solve, and your approach becomes how others tackle that whole kind of problem.
- Domain Expertise — You can influence how the field is practiced beyond this organization, and your expertise settles questions that have stood open for years.
- Continuous Learning — You can set what the organization invests its learning time in, and the material and practice you create outlive your involvement.

Communication
- Communication — You can set how the organization communicates by creating the forums and norms that teams use to share information.
- Collaboration — You can remove the barriers that stop teams working together by putting in place routines and forums they use across the organization.
- Writing & Documentation — You can set the writing standard the organization works to, and documents you wrote are still in use long after you have moved on.
- Stakeholder Management — You can represent the organization in its most important relationships and set how it engages with everyone who depends on it.

Leadership
- Leadership — You can set direction for the whole organization, make hard calls under real uncertainty, and carry the decisions nobody else wants to own.
- Mentoring — You can shape how the organization grows its people, and those you developed are themselves named by others as strong in their field.
- Strategic Thinking — You can shape the organization's strategy, and the bets you argued for are visible in where it ended up.

REQUIRED CERTIFICATIONS
- HubSpot Service Hub Software Certification (required from Senior Support Specialist)