Role Summary: Group Head of Customer Success

The Group Head of Customer Success is responsible for developing and leading a high-performing customer success team to drive customer satisfaction, retention, and growth. This role involves designing scalable customer success strategies, improving customer engagement, and ensuring alignment with business objectives. The incumbent will work towards optimizing customer experiences and achieve long-term value for both KKBC and its clients.

Key Responsibilities

Customer Success Strategy & Leadership:

- Comprehensively enhance the customer success strategy aligned with KKBC's business goals.

- Manage key performance indicators (KPIs) and objectives to measure and improve customer satisfaction and retention.

- Refine, and document customer journeys, ensuring seamless onboarding, engagement, and support.

- Identify and drive initiatives to improve customer experience, reduce churn, and increase expansion opportunities.

- Partner in customer segmentation strategy, tailoring engagement strategies for different customer profiles.

- Act as an escalation point for high-value customer accounts, ensuring a proactive approach to issue resolution.

Customer Engagement & Relationship Management:

- Build and maintain strong relationships with key customer stakeholders, ensuring trust and long-term engagement.

- Develop customer advocacy programs, including testimonials, case studies, and references.

- Collaborate with sales and marketing teams to support upselling, cross-selling, and expansion opportunities.

- Ensure proactive customer communication, conducting regular business reviews and feedback sessions.

- Design and implement strategies to enhance Net Promoter Score (NPS) and >Customer Satisfaction Score (CSAT).

Operational Excellence & Process Optimization:

- Partner in establishing a standardized customer success framework that can be scaled across various business units.

- Utilize data analytics and customer insights to drive informed decision-making and process improvements.

- Manage Customer Success function to optimize efficiency and enhance PnL.

- Work closely with the product teams to ensure customer feedback informs product development.

- Oversee customer success Manuals, SOPs, playbooks, and best practices for the team.

Team Development & Leadership:

- Hire, mentor, and develop a high-performing customer success team.

- Provide coaching and training to enhance team capabilities in customer engagement, conflict resolution, and retention strategies.

- Establish a culture of customer-centricity, continuous learning, and innovation.

- Manage the team to track performance and progress.

Key Performance Indicators (KPIs)

- Customer Retention Rate: Minimize churn and maximize renewals.

- Net Promoter Score (NPS): Drive improvements in customer advocacy.

- Customer Satisfaction Score (CSAT): Ensure high levels of satisfaction.

- Expansion Revenue: Increase revenue from upselling and cross-selling.

- Time-to-Value (TTV): Optimize onboarding processes to reduce time-to-value for customers.

- Customer Health Score: Monitor and improve overall account health.

Required Skills & Qualifications

Experience & Background:

- 10+ years of experience in Customer Success, Account Management, or Client Services, in a B2B Marketing Agency.

- Proven track record in customer retention, revenue growth, and advocacy programs.

- Experience working in fast-paced, high-growth environments.

- Strong expertise in managing enterprise-level customers and key accounts.

Technical & Analytical Skills:

- Hands-on experience with CRM and customer engagement platforms preferably.

- Strong analytical mindset with experience in data-driven decision-making.

- Ability to create and interpret customer health dashboards and reports.

Leadership & Soft Skills:

- Exceptional communication and interpersonal skills.

- Ability to influence stakeholders across all levels.

- Proven experience in team leadership, mentorship, and performance management.

- Strong problem-solving skills with a proactive mindset.

- Highly customer-focused with a strong commitment to driving customer value.

Preferred Qualifications

- Experience in B2B Marketing Agency.

- Familiarity with customer success frameworks.

- Certification in Customer Success Management is a plus.

Why Join KKBC?

Impactful Role : Lead customer success initiatives at a strategic level.

Career Growth : Opportunity to work with an innovative and expanding organization.

Collaborative Culture : Work with cross-functional teams to deliver value.

Competitive Benefits : Market-leading salary, and growth opportunities.

KKBC is an equal-opportunity employer and values diversity in the workplace. We encourage applications from candidates of all backgrounds and experiences.