Vice President Of Customer Success

.Native Teams is a leading global platform that specializes in providing streamlined work payments, employment, and tax management solutions for freelancers, remote workers, and their employers.We are expanding our global team and we're looking for a VP of Customer Success to bring their wider knowledge and help us get our product and service more widely known and used.Would you like to take on a new challenge in the field of Customer Experience in a successful fast-growing global start-up?Location: RemoteType: PermanentSalary Range: FlexibleKey ResponsibilitiesFirst and foremost, as a VP of Customer Success, you should have a true passion for customer support, improving customer experience and the product you are selling.Developing and implementing a comprehensive customer engagement strategy to increase customer loyalty, retention, and satisfaction.Collaborate with cross-functional teams (Product, Sales, Operations, Legal, Finance) to integrate customer insights into product development and overall enhancements.Lead, develop, and inspire the Customer Success, Support, and Account Management teams. Providing guidance, setting goals, and implementing training programs to ensure team members are equipped to deliver exceptional service.Utilizing data analytics to gain insights into customer behavior and trends, and leveraging these insights to enhance B2B and B2C customer experience (CSAT, Handle Time, First Response, NPS, and many more)Oversee and ensure that the team's performance metrics and KPIs are met, including customer onboarding, activation, adoption, value realization, and NPS.Drive initiatives to increase customer engagement, product adoption, and overall satisfaction.Work closely with the Native Team's leadership team on cross-functional projects and provide valuable insights regarding the current customer base.Engage with diverse stakeholders including economic buyers, champions, and daily users to drive adoption and value realization.RequirementsBachelor's degree in Business, Marketing, or a related field; MBA preferred.Proven experience in a leadership role within customer success or account management, preferably in the fintech or HRtech industry.Strong understanding of financial technology trends and customer needs in the HRtech market.Exceptional leadership and team management skills.Excellent communication and interpersonal skills.Analytical mindset with the ability to use data-driven insights to inform decisions.Demonstrated success in building and maintaining strong, long-term customer relationships.Fluency in English, with strong negotiation and presentation skills