Head of Customer Success

About TikTal:

TikTal is a leading influencer marketing agency that creates innovative campaigns and offers strategic solutions to brands looking to leverage the power of influencers. Our focus is on driving impactful results through data-driven strategies, creative solutions, and tailored influencer partnerships. We pride ourselves on delivering meaningful client outcomes and growing alongside our partners.

Job Overview:

As the Head of Customer Success at TikTal, you will play a crucial role in leading and nurturing relationships with key clients, ensuring they maximize the value from our influencer marketing services and campaigns. You will lead a team of Customer Success Managers, create and implement success strategies, and work closely with other departments to align client goals with business objectives. Your focus will be on maintaining high customer satisfaction, driving renewals, and upsell opportunities, while ensuring that our clients receive the full benefits of our solutions.

Key Responsibilities:

• Lead and develop the Customer Success team, setting clear goals, KPIs, and ensuring a positive team culture.
• Cultivate and maintain strong relationships with clients, acting as a trusted advisor to help them achieve their marketing goals through TikTal's solutions.
• Oversee the onboarding process, ensuring clients are set up for success from the start. Provide ongoing training to ensure clients understand and can effectively use TikTal’s offerings.
• Collaborate with internal teams (e.g., Sales, Marketing, Campaign Management) to ensure seamless execution of campaigns and a unified approach to customer success.
• Drive customer retention by delivering an exceptional experience. Identify upsell opportunities and collaborate with the sales team to maximize revenue growth.
• Address client concerns or issues swiftly and effectively to maintain high levels of satisfaction and trust.
• Collect and analyze customer feedback to inform product development and service improvements.

KPIs:

• Achieve and maintain a customer retention rate of at least 90%.
• Ensure an NPS of +50 or higher across all accounts.
• Contribute to an upsell revenue growth target of 20% YoY by identifying and executing cross-selling opportunities.
• Maintain a CSAT score of 90%+ by driving excellent client service and support.
• Ensure average onboarding time is less than 30 days.
• Keep customer churn below 5% annually.

Requirements

• Minimum of 7 years of experience in customer success, account management, or a similar role, preferably in the influencer marketing or digital marketing industry is highly desired.
• Demonstrated experience in managing and growing a high-performing Customer Success team.
• Strong client relationship management skills with a focus on delivering value and driving results.
• Ability to align client goals with business objectives and think creatively to solve problems.
• Proficient in using CRM tools, customer success platforms, and other relevant technologies.
• Fluent in English with excellent written and verbal communication skills.
• Comfortable working remotely and within US time zones, with strong self-management skills.