Head of Customer Success

As the Head of Customer Success, your focus will be on implementing effective strategies to drive the adoption and growth of Welliba's technology among clients and individual users. Your goal is to enhance the customer experience and increase client renewals. You will collaborate closely with international market leaders and internal teams to leverage their expertise and enhance the success of Welliba's technology implementation.

YOUR MISSION

You will work in the central commercial and professional services team of Welliba and have close collaborations with other international market leaders and/or members in the internal product, IT and implementation teams.

YOUR JOB

• Designing and supporting the way Welliba creates a customer success model across all the markets
• Designing and enabling clients and market leaders on the best onboarding and implementation journeys aligned to learnings and best practices for different use cases in multi-year agreements
• Supporting thinking around how to create a ‘sticky’ solution for clients and end users
• Working with the solutions team on feature prioritisation, implementation and new content ideas based on specific internal and client project experience
• Working with commercial operations, IT & market leaders to understand what metrics we need to capture to drive usage & renewal conversations
• Designing and facilitating enablement sessions for market leaders on how to best implement the projects
• Knowledge management and scaling project learnings, best practice implementation and adoption of our technology
• Keeping internal FAQs on key solution features up to date

YOUR PROFILE

• Passion to drive customer improvement commercial impact
• Demonstrate strong mobilising skills to help customers overcome their indecision about launching new survey initiatives, features etc.
• Ability to present to different types of stakeholders (technical and non-technical, specialists to business line leaders, Chief People officers)
• Pro-active in looking for solutions and ways to develop adoption and customer success
• Self-leadership and ability to learn continuously from feedback
• Ability to thrive in a fast-paced, agile startup environment

YOUR SKILLS AND EXPERIENCE

• Proven track record of minimum 3 years in a similar role
• Experience within a client facing role in a B2B SaaS business
• You have ideally worked in Human Capital Talent Management/ Learning/ Organisational Development,
• You have knowledge of HR technology and the HRTech landscape (engagement surveys, EX technology…)
• You are located in, or willing to relocate to, and possess a right to work, in Ireland.

WHAT’S IN IT FOR YOU?

• The opportunity to work in a cutting-edge field, with some of the best people in psychometrics and technology.
• Lean hierarchies and short decision-making processes.
• Remote first working environment
• A team of enthusiastic people that are fun to be with.
• An environment to grow, be creative, and further develop your skills.

YOUR APPLICATION

• Send us your CV and a Cover Letter.
• Tell us a bit about you and your ambitions.

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