Manage the customer success department, providing value to each client and enhancing business value.
About this role
MerryBiz is hiring a Customer Success Leader to lead and organize the team that keeps its clients satisfied and renewing. As customers and services multiply, the company wants a more strategic, organized customer success operation and a leader who can raise customer value and spread a customer success culture inside the company.
The leader sorts out customers' problems in using the virtual accounting assistant service and proposes and follows through on solutions, runs cases, drives upsell and strategic account management for renewals, and tracks and supports team members' cases. Raising retention among existing customers is part of the growth strategy. The team sits between clients and remote staff, so communication runs both ways, and its work depends on people and well-run operations rather than a product.
Customer success in business process outsourcing is an area few companies have organized, and the structures are being built from zero, with each member's voice taken into account.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
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