Head of Customer Success
hace 2 días
DEUNA, a rapidly growing **SaaS startup**, is revolutionizing the e-commerce landscape in LATAM by solving the most pressing challenges faced by businesses today: customer conversion, payment acceptance, and fraud prevention with a single integration.
With a recently announced $37M USD Series A funding, we operate in 5 LATAM countries and are on the lookout for exceptional talent to join our team and continue driving our success.
**Job Overview**:
As the Head of Customer Success, you will lead our customer success team and ensure that our clients achieve their desired outcomes using our products. This role involves managing a team of CSMs who maintain relationships with all active clients in DEUNA. Your objectives will include identifying opportunities to generate value for our main clients, managing relationships with senior stakeholders, and collaborating with our product and data teams to develop solutions that generate value for our clients.
**Responsibilities**:
We are seeking a strategic leader with a proven track record of success in customer success management. As the Head of Customer Success, you will be responsible for:
- Managing relationships with the highest level stakeholders at strategic clients.
- Guiding and managing the work of the CSM team to maximize the value generated for clients.
- Working with our product and data teams to create information visualization tools that facilitate the generation of business insights for clients, as well as the development of new products or features of value for our clients.
- Ensuring timely resolution of customer issues, coordinating the work of our support and technology teams.
- Monitoring customer satisfaction and identifying areas for improvement in the customer experience.
- Developing and implementing strategies to improve CE and drive customer adoption.
- Analyzing customer data to identify trends and areas for improvement.
- Communicating customer success metrics and results to the leadership team and stakeholders.
**What will you find when you join DEUNA?**
- A multicultural team distributed throughout LATAM
- Dynamism, agility and constant innovation
- Being part of a high-impact solution for an entire region
- The best tools and technology to operate
- Being part of the startup culture. We are in full expansion
- Incredible team
**Benefits**
- ** **Hybrid modality ️
- Vacations and personal days ️
- Economic support for internet and cell phone line
- We all own DEUNA, we offer stock options
- Multidisciplinary, diverse and dynamic team
**Requirements**:
**Requirements**:
- Bachelor's degree in Business Administration, Marketing, or a related field (MBA or Master in Analytics preferred)
- 7+ years of experience in customer success management, preferably in a SaaS environment
- Experience in e-commerce and working with analytics tools such as Google Analytics, Tableau, PowerBI, or similar. SQL experience is a plus.
- Strong knowledge of conversion funnels and drivers
- Proven track record of leading and growing a customer success team
- Excellent communication, interpersonal, and leadership skills, with the ability to work collaboratively with cross-functional teams
- Strong analytical and problem-solving skills, with a data-driven approach
- Ability to understand technical problems and work collaboratively with product and technology teams
- Ability to work in a fast-paced, dynamic environment
Join us at DEUNA, and be part of a dynamic team that's transforming the e-commerce landscape in LATAM.
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