Head of Client Success
Customer Success Remote

Head of Client Success

At SegmentStream, we are building a cutting-edge marketing technology that is changing how leading businesses analyse and optimise the performance of their online marketing campaigns. 

Our SaaS platform helps advanced digital marketing teams apply our own sophisticated machine learning algorithms to reveal the true incremental value of each marketing channel and campaign, and automatically apply these AI-insights to close the loop of data-driven marketing.

We’ve proven that our technology works and delivers the best ROAS possible for our enterprise clients across the globe. Check our latest success stories and you’ll understand why our solution is the next big thing in the digital marketing world. 

We are fortunate to be VC-backed by one of the world’s leading startup accelerators - TechStars, as well as some biggest names in the B2B SaaS world, including the founders of PipedriveDynamic Yield, and other great companies. We are also proud to say that SegmentStraem is already trusted by over 50 enterprise customers around the world, including the UK, US, Canada, Australia, and lots of European countries.

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Customer Success
Account Management
Client Service
SaaS
B2B
Digital Marketing

Overview

In order to scale the business, we are looking for an experienced Head of Client Success who will lead and develop all our client’s relationships to ensure they get maximum ROI from their investments in SegmentStream in the shortest time possible.

The mission of this role in SegmentStream is to increase value for both the customers and our company.  The Head of Client Success ensures that all our customers are getting the maximum value of our product, know about it, and are happy to buy more from us, and recommend us to their colleagues from other companies. But more importantly, the Client Success Lead is able to build and scale the customer success department as our company and the number of customers grows rapidly.

Responsibilities

  • Own overall success of customers, including onboarding, product adoption, retention and revenue growth.
  • Lead the Customer Success function by building, managing, and developing your team.
  • Create and implement initiatives to maximise Net Revenue Retention metric.
  • Successfully onboard a rapidly growing portfolio of customers, at scale.
  • Pro-actively build and implement processes to maintain low response times, high customer satisfactions and minimise churn.
  • Generate case studies and testimonials that the marketing team can publish on our website. 
  • Work closely with our Product team and help shape our product roadmap.

Qualifications

  • 5+ years of Client Success or Account Management experience in the digital marketing field — ideally, you’ve been working with large clients in a MarTech SaaS company or a digital marketing agency.
  • 2+ years of leadership and people management experience — you had experience in building, leading, and developing high-performing teams that consist of senior specialists. 
  • Track record of results with your clients that you are able to demonstrate through case studies and positive testimonials.  
  • Excellent project management;
  • Hands-on knowledge of performance advertising tools like Google Ads, Facebook Ads, Yandex Direct.
  • Strong knowledge of Google Analytics and Excel/Google Sheets.
  • A desire and ability to get stuff done in an unstructured environment of a hyper-growth technology startup. You are the one who can establish the right processes where the are no processes exist;
  • Excellent listening, writing, presentation, and communication skills.
  • Fluent English (C1/C2).

Why SegmentStream

  • Unique and high-quality SaaS product that solves a massive problem for a huge market.
  • VC-backed by top investors & angels, including TechStars, founders of Pipedrive, Dynamic Yield, and other great SaaS entrepreneurs. 
  • Fast-growing, fully distributed, and international team of smart people who not only love what they do but also really good at it.
  • A great company culture that is embracing functional ownership, entrepreneurial mindset, and personal growth.
  • Full responsibility from day one and being part of our results-driven working environment
  • A lot of opportunities for future career growth within the company.

Interested in this position?

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