Head of Customer Success
Description
Lead our customer success function and ensure our clients achieve maximum value from their GRS Guardian telematics investment. Drive customer retention, expansion, and advocacy as we scale.
Key Responsibilities
- Develop and execute customer success strategy and processes
- Build and lead a high-performing customer success team
- Own customer onboarding, adoption, and expansion processes
- Monitor customer health metrics and proactively address churn risks
- Collaborate with sales team on account expansion opportunities
- Develop customer training programs and success resources
- Manage escalations and coordinate with recovery agents for theft incidents
- Drive product feedback loop with development team
- Establish customer advisory board and advocacy programs
Requirements
- 5+ years customer success or account management experience, preferably in SaaS/technology
- Proven track record of building customer success functions from scratch
- Experience with telematics, fleet management, or automotive industry preferred
- Strong analytical skills and experience with customer success metrics
- Excellent leadership and team-building capabilities
- Outstanding communication and presentation skills
- Experience with CRM and customer success platforms
- Bachelor's degree in business or related field
What We Offer
- Competitive salary plus equity in a fast-growing company
- Opportunity to build and lead a critical function
- Work with cutting-edge telematics technology
- Direct impact on business growth and customer satisfaction