Global Head of Customer Success

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

💵 $130k - $150k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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ASSAIA RESTAURANT

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

🏨 Hospitality

✈️ Travel

🍽️ Food & Beverage

Hospitality • Travel • Food & Beverage

ASSAIA RESTAURANT is an authentic Georgian restaurant in Brooklyn, New York offering traditional homemade Georgian and European dishes, dine-in service, live music, outdoor backyard seating, club nights, and private event spaces. The venue provides online ordering, reservations, a mobile app with a membership club for deals, gift cards, and caters events of various sizes. ASSAIA RESTAURANT emphasizes a stylish yet relaxed atmosphere with a focus on cultural cuisine, hospitality, and events.

📋 Description

• Lead, coach and develop the global Customer Success team • Set goals, assign customer ownership and maintain active success plans • Own Customer Success playbooks, tooling, metrics and operating model • Review account health and personally handle escalations and at-risk customers • Define and report KPIs including time-to-value, adoption, customer health, net revenue retention and referenceability • Represent Customer Success in the leadership team • Hire, onboard and build team capabilities • Own outcomes for strategic customer accounts • Understand customer operations and translate them into product use cases and concepts of operations • Prepare customers for implementation and run configuration workshops with Delivery • Manage user training, onboarding and adoption strategies • Track usage, identify adoption problems and report operational and financial impact • Build relationships with frontline staff and senior leadership • Drive expansion opportunities, contract extensions and renewals • Develop business cases and hand qualified opportunities to Sales • Turn successful customers into references through case studies, conference presentations, introductions and site visits • Bring structured customer feedback, requirements and roadmap input to Product • Facilitate best-practice sharing between customers • Support pre-sales campaigns and workshops with prospects

🎯 Requirements

• In-depth experience in the aviation sector, preferably from a ground operations, APOC or OCC perspective • Several years in customer success, account management, consulting or an operational leadership role in a B2B software or aviation environment • Proven experience leading a global team in a player/coach setup • Commercial mindset and ability to build business cases and discuss scope and commercials with senior stakeholders • Experience in business and behavioural change management • Strong understanding of corporate hierarchies and complex matrix organizations • Strong analytical skills and ability to turn data into insight and action • Ability to work with people from different cultural and professional backgrounds • Experience leading a distributed team across time zones • Ability to work independently and proactively in a remote setting • Ability and willingness for extensive international travel across North America, Europe and beyond • Very good command of English; additional languages are a bonus

🏖️ Benefits

• Participation in making important decisions; ideas will be heard and implemented • Leadership role with real ownership of a central function • Remote work with a flexible schedule • Chance to travel the world for Assaia • Great company culture based on honesty and mutual respect • Live team events • Paid relevant conferences and online education

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