Head of Customer Success
Location: Chicago or NYC preferred
MikMak is looking for a highly motivated and dynamic Customer Success Department Leader to join our growing team and drive retention, product adoption, and customer satisfaction at scale. If you're a passionate, results-driven leader with a deep understanding of customer success, data analysis, and team management, we’d love to hear from you!
Position Overview
As the Head of Customer Success, you are the voice of MikMak’s customer base. You are responsible for leading a team of Customer Success Managers (CSMs) while driving strategic initiatives that improve overall customer retention, reduce churn, and ensure that customers maximize the value of our products and services. You work closely with cross-functional teams to monitor software usage, analyze customer trends, and share insights that inform product development and customer engagement strategies. You share your findings with Revenue, Product, & Client Services leadership to ensure the organization is aware of critical customer feedback & usage trends.
Key Responsibilities
- Lead and Develop the CSM Team: Mentor and manage a team of CSMs, setting clear goals and performance expectations to ensure customer satisfaction, NRR/GRR, and growth targets are attained.
- Drive Customer Retention and Adoption: Focus on KPIs related to customer retention, product adoption, and churn reduction. Identify gaps in program adoption and forecast potential churn risk to the business while working with your team to develop strategies that drive better engagement and utilization.
- System Migration Support: Partner with the Director of Strategic Initiatives & Implementation to prioritize customer platform migrations & customer communication plans. Close feedback loop with Dir, of SI, Product, & Support leaders post-migration by sharing customer feedback on their experience.
- Monitor Industry & Customer Trends: Follow industry trends, economic trends, and competitive trends to stay ahead of potential external business factors. Analyze software usage and product support challenges to understand potential revenue risks and opportunities for upsell or cross-sell. Share these insights with leadership and relevant teams to inform customer success strategies, customer experience optimizations, product improvements, and revenue forecasting.
- Cross-Functional Collaboration: Collaborate with Product, Sales, Marketing, and other teams to provide valuable customer feedback, drive initiatives that improve customer experience, and solve challenges throughout the customer lifecycle.
- Data-Driven Decision Making: Utilize Excel and other tools to analyze customer data, track performance metrics, and produce reports for senior leadership to guide business decisions. Partner with cross-functional peers to close data gaps as necessary.
- Customer Engagement Strategy: Work closely with SVP of Client Development, other Post Sales Leaders, and CSMs to develop and execute engagement plans that ensure customers are getting the most value from the product and that any pain points are quickly addressed.
- Support Marketing & Solution Positioning: Leverage your experience supporting marketing-driven solutions to collaborate with the marketing team in customer-facing campaigns, product positioning, and customer communications.
- Lead from the Front: Take a hands-on approach to customer success, direct customer engagement, and risk management. Understand training needs, knowledge gaps, and process breakdowns. Work cross-functionally with other departments to ensure gaps are addressed and closed.
- Invest in MikMak Employees: Partner with Recruiters to grow the team based on the ideal employee profile. Partner with Sales Enablement to ensure a smooth and speedy onboarding. Leverage tools, such as Gong, for continued CSM coaching & ongoing development, engagement, coaching and developing, performance management and field management execution
Required Qualifications
- 3-5 years of experience in a Customer Success leadership role, with a proven track record of managing and developing a team.
- Digital Media experience at a brand, agency, or technology partner is a must.
- eCommerce and/or Marketing technology SaaS solutions experience is strongly preferred. International team leadership experience is a plus, but not required.
- Strong analytical skills and the ability to leverage data to drive decision-making. Proficiency in Excel is a must.
- Experience with Salesforce and Gong, or similar CRM and sales enablement tools, for tracking customer interactions and success metrics.
- Familiarity with customer success methodologies and frameworks.
- Ability to lead and inspire a team, while also rolling up your sleeves and directly engaging with customers when needed.
- Ability to engage with C-Level executives within MikMak & our customer base.
- Demonstrated success in driving retention-focused KPIs, managing churn risk, and improving product adoption.
- Experience in analyzing customer data and trends to identify business opportunities and risks.
- Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally and present data-driven insights to senior leadership.
- Ability to thrive in a fast-paced, growth-oriented environment.
- Some travel will be required.
Why Join Us
- Impact: You’ll have the opportunity to shape the future of our customer success strategy and make a tangible impact on customer retention and growth.
- Collaborative Culture: Work alongside passionate, talented individuals who are committed to delivering exceptional customer experiences.
- Growth Opportunities: We’re committed to fostering your professional growth and providing opportunities for advancement.