Head of Customer Success

📢 Position: Head of Customer Success
⏱️ Timings: 7 PM - 4 AM (PKT)
📍 Work Mode: Remote, Full-time
📩 Apply Now: hr@themaddex.com

About the Role:
We are seeking an experienced and visionary Head of Customer Success to lead, scale, and elevate our customer success function. As a senior leader, you will be responsible for shaping the customer journey, driving retention and expansion, and ensuring that our customers achieve measurable success with our solutions. This role requires a strategic thinker with exceptional leadership skills, operational rigor, and a deep passion for customer advocacy.

Key Responsibilities:
• Leadership & Strategy
• Define and execute the long-term vision and strategy for the Customer Success department.
• Lead, mentor, and inspire a high-performing team of Customer Success Managers, Onboarding Specialists, and Support staff.
• Establish KPIs and frameworks to measure customer satisfaction, retention, and account growth.
• Customer Retention & Growth
• Drive net revenue retention (NRR), customer lifetime value (CLV), and expansion opportunities.
• Partner with Sales and Marketing to design cross-sell/upsell initiatives.
• Ensure proactive engagement, reducing churn through predictive analytics and health scoring.
• Operational Excellence
• Implement scalable processes, playbooks, and customer journey mapping.
• Establish a customer health dashboard and implement automation where possible.
• Collaborate with Product to incorporate customer feedback into roadmap decisions.
• Executive Partnership
• Serve as the voice of the customer at the executive table.
• Provide regular reporting on customer insights, churn trends, and growth opportunities.
• Build strong relationships with key accounts and act as an escalation point for critical issues.

Requirements:
• 10+ years of experience in Customer Success, Account Management, or related functions, with at least 5+ years leading teams.
• Proven success in scaling customer success operations in a high-growth SaaS or service-based environment.
• Track record of improving customer retention, reducing churn, and driving expansion.
• Strong leadership with the ability to build, motivate, and retain top talent.
• Deep understanding of customer lifecycle management, journey mapping, and success metrics.
• Analytical mindset with experience using tools like Salesforce, HubSpot, Gainsight, or similar CS platforms.
• Excellent communication and executive presence.