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Head of Customer Success United States Remote
Lead and scale customer success for Hire Overseas, an offshore staffing and HR platform serving U.S. companies. Own retention, account growth, client experience, and scalable success operations.
विवरण
- Lead the client success function for Hire Overseas, an offshore staffing and HR platform serving U.S. companies
- Build onboarding, engagement, health scoring, renewal, and expansion programs
- Set and consistently deliver the client experience
- Develop processes, templates, and frameworks for scalable customer success operations
- Report portfolio health, retention metrics, and strategic recommendations to the founders
- Manage client accounts from placement through long-term engagement
- Run proactive check-ins to identify risks, opportunities, and client insights
- Resolve escalations and complex client situations
- Protect retention and uncover expansion opportunities across placements, roles, and account scope
- Monitor account health and maintain plans for at-risk clients
- Hire, onboard, and manage account managers and customer success team members as the company grows
- Establish standards for client communication, issue resolution, and relationship management
- Foster ownership and proactive execution across the customer success team
आवश्यकताएँ
- Senior-level B2B experience in customer success, account management, or client success leadership
- Demonstrated success building or substantially improving a customer success function
- Strong written and verbal English communication skills, with confidence managing senior client relationships independently
- A high-ownership approach to work
- Ability to operate autonomously in a small business where processes are still developing
- Data-driven approach to monitoring portfolio health, retention, and client sentiment and turning findings into action
- Ability to manage a full client portfolio while building scalable processes without compromising quality
- Experience in staffing, recruiting, HR services, or workforce management is preferred
- Experience creating a customer success function in a startup or founder-led company is preferred
- Familiarity with offshore or global hiring and remote contractor placements is preferred
- Experience hiring and managing customer success or account management teams is preferred
- Familiarity with CRM and customer success platforms is preferred
- Current resume
- A one- to two-minute Loom video introducing yourself and outlining relevant experience
- Candidates must submit a Loom video to advance to the next stage
लाभ
- Work remotely from the location where you are most productive
- Be available during U.S. business hours
- Work directly with the founders of a growing offshore staffing company with an established client base
- Own customer success strategy, processes, and outcomes with substantial autonomy
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