Missions of a Head of Customer Success
The Head of Customer Success, often referred to as the Director of Customer Success, is the linchpin between the company and its customers. He or she is responsible for designing and implementing programs that foster customer engagement and drive company growth.
Some examples of typical Head of Customer Success missions:
- Lead and manage a team of Customer Success Managers.
- Develop strategies to improve the customer experience.
- Liaise between customer needs and product development teams.
- Identify upsell and cross-sell opportunities to increase customer lifetime value.
The main skills and qualities of a Head of Customer Success
- Leadership: The Head of Customer Success manages a team and therefore needs excellent leadership skills. He must be able to motivate his team and guide them towards achieving their objectives.
- Analytical skills: Must be able to understand and interpret data to identify trends and opportunities for improvement.
- Excellent communication skills: Must be able to communicate effectively with a variety of stakeholders, including customers and internal team.
What training and experience do you need to become Head of Customer Success?
Typically, the Head of Customer Success has a Master's-level degree, often in marketing, business or management. In addition to their academic background, they usually have significant experience in customer service, account management, or a similar function.
How much does a Head of Customer Success earn?
The salary of a Head of Customer Success varies according to experience, company size and sector. However, the average salary for this position is generally between €70,000 and €120,000 gross per annum.
What career paths are open to a Head of Customer Success?
The Head of Customer Success may progress to more senior management roles within the company, such as VP of Customer Success, or even COO. He or she may also decide to specialize in a specific area of customer success and become a consultant or expert in that field.
