客户成功主管
Head of Customer Success
关于KatRisk
KatRisk是领先的灾害风险建模解决方案提供商，致力于帮助企业和组织了解、管理并减轻与自然灾害相关的风险。我们创新的技术和专业知识使客户能够做出明智的决策，优化风险管理策略，并保护其资产和运营免受潜在灾难的影响。
职位概述
KatRisk正在寻找一位经验丰富的以客户为中心的客户成功总监，负责并领导客户成功职能。这是一个需要亲自参与客户工作的职位——您将是客户满意度、留存率和增长的主要推动者。您将与我们的销售、产品和技术团队紧密合作，确保客户从我们的平台上获得最大价值，并为长期成功做好准备。
职责
- 作为KatRisk客户组合的高级联系人，与关键利益相关者建立深厚、基于信任的关系。
- 制定并执行客户成功策略，推动采用率、留存率和扩展。
- 领导新客户的入职流程，确保顺利有效的实施体验。
- 监控客户健康状况，主动识别风险，制定行动计划以解决流失或不满问题。
- 管理和指导团队成员，提供指导并促进他们的职业发展。
- 与销售团队合作，推动续约和升级销售机会。
- 作为客户的声音内部传达，将客户反馈传递给产品和工程团队，以影响产品路线图。
- 制定并维护客户成功手册、流程和指标，随着KatRisk的发展扩大该职能。
- 要求
- 5年以上客户成功、客户管理或相关客户面向角色的经验，最好是在B2B SaaS或数据/分析环境。
- 在管理和增长企业或技术客户组合方面有显著成绩。
- 在保险、再保险或灾害风险行业有经验。
- 能够在注重执行的初创风格环境中工作，既设定战略又执行它。
- 擅长沟通，能够将复杂的技术概念转化为非技术人员的理解。
- 有管理和发展直接下属的能力。
- 熟练使用CRM和客户成功工具（如Salesforce、Gainsight或类似工具）。
- 自我驱动、有条理，能够远程工作
查看英文原文
About KatRisk
KatRisk is a leading provider of catastrophe risk modeling solutions, dedicated to helping businesses and organizations understand, manage, and mitigate the risks associated with natural disasters. Our innovative technology and expertise enable clients to make informed decisions, optimize their risk management strategies, and safeguard their assets and operations against potential catastrophes.
Role Overview
KatRisk is looking for an experienced and client-focused Head of Customer Success to own and lead the customer success function. This is a hands-on customer facing role — you'll be the primary driver of client satisfaction, retention, and growth. You'll work closely with our sales, product, and technical teams to ensure our clients get maximum value from our platform and are set up for long-term success.
Responsibilities
- Serve as the senior point of contact for KatRisk's client portfolio, building deep, trust-based relationships with key stakeholders.
- Develop and execute customer success strategies that drive adoption, retention, and expansion.
- Lead onboarding for new clients, ensuring a smooth and effective implementation experience.
- Monitor client health and proactively identify risks, developing action plans to address churn or dissatisfaction.
- Manage and mentor team members, providing guidance and fostering their professional development.
- Partner with the sales team on renewals and upsell opportunities.
- Serve as the voice of the customer internally, channeling client feedback to product and engineering teams to inform the product roadmap.
- Develop and maintain customer success playbooks, processes, and metrics to scale the function as KatRisk grows.
Requirements
- 5+ years of experience in customer success, account management, or a related client-facing role, ideally in a B2B SaaS or data/analytics environment.
- Proven track record of managing and growing a portfolio of enterprise or technical clients.
- Experience in the insurance, reinsurance, or catastrophe risk industry.
- Comfortable in a hands-on, startup-style environment where you'll both set strategy and execute on it.
- Strong communicator with the ability to translate complex technical concepts for non-technical audiences.
- Demonstrated ability to manage and develop direct reports.
- Proficiency with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar).
- Self-motivated, organized, and comfortable working remotely and across time zones.
Originally posted on Himalayas