Head of Customer Success, Kinsta

• 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

Desirable

• We’re seeking a Head of Customer Success to shape Kinsta’s customer success strategy
• The Head of Customer Success will be responsible for overseeing Kinsta’s 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
• 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 Kinsta's customer success goals