Head of Customer Success & Account Management

The Head of Customer Success & Account Management at Kalos is responsible for onboarding clients, ensuring successful implementation of our AI platform, and acting as a business strategist to help clients achieve their goals. This role also involves gathering customer feedback to guide product strategies and leading a future customer success team.

Candidates for the Head of Customer Success & Account Management position at Kalos should have at least 8+ years of experience in a high-growth environment, particularly in account management or customer success. Strong analytical skills, exceptional project management abilities, and an execution-focused mindset are essential for success.

At Kalos, success for the Head of Customer Success & Account Management is defined by customer retention, satisfaction, and achievement of strategic goals. The role requires monitoring customer feedback and collaborating closely with the engineering team to continuously improve our offerings.

While prior experience in digital advertising is beneficial, it's not strictly necessary for the Head of Customer Success & Account Management position at Kalos. However, candidates should be eager to learn and become experts in key digital platforms like LinkedIn Ads and Google Ads.

While the preferred location for the Head of Customer Success & Account Management role at Kalos is in-person in San Francisco, the company is open to remote candidates, ensuring the right fit with their dynamic and innovative team.

To ensure customer success, I would focus on comprehensive onboarding, identifying client needs through feedback, and creating individualized strategies for each customer based on their unique goals and metrics.

Handling customer complaints involves active listening, acknowledging their concerns, and providing quick solutions. I would also ensure that the feedback loop involves timely communication with the engineering team for continuous product improvement.

I once encountered a customer facing significant challenges in using our software. By actively engaging with them, understanding their issues, and providing tailored guidance, I not only resolved their problems but also empowered them to utilize our product more effectively, leading to increased satisfaction.

I would track metrics such as customer retention rates, customer satisfaction scores (CSAT), net promoter scores (NPS), and usage analytics to gauge how effectively customers are adopting and benefiting from our platform.

Prioritization would involve assessing the urgency and impact of each customer interaction. I would categorize issues by severity and work closely with high-value accounts while ensuring that all clients receive timely attention and support.

Collaboration is crucial in customer success. It allows for sharing insights across departments, such as product development and marketing, ensuring that all aspects of the customer journey are within synergy to improve user experience and satisfaction.

The key to building a successful customer success team is hiring diverse talent with a customer-centric mindset, strong problem-solving skills, and fostering a collaborative culture that emphasizes continuous learning and improvement.

I would develop a structured onboarding program that includes product training, role-playing customer interactions, and shadowing experienced team members. This hands-on approach helps new employees grasp the nuances of our platform and customer needs quickly.

Customer feedback is pivotal in guiding product development. By systematically collecting and analyzing feedback, we can identify pain points, prioritize new features, and ensure that our product continually evolves to meet users’ needs.

The first 90 days would focus on gaining a deep understanding of customer needs and challenges, establishing reliable processes for onboarding and support, and beginning to build relationships with clients and internal teams for sustained growth.