Head of Customer Success
RemoteUnited States
Job Summary
Lead client satisfaction, retention, and growth by serving as the senior point of contact for KatRisk's portfolio, building trust-based relationships with key stakeholders. Develop and execute customer success strategies to drive adoption and expansion, while leading onboarding for new clients and monitoring health to proactively address churn risks. Manage and mentor team members, partnering with sales on renewals and upsell opportunities. Act as the internal voice of the customer, channeling feedback to product and engineering teams to inform the roadmap. Create and maintain playbooks, processes, and metrics to scale the function. Requires 5+ years in customer success, ideally in insurance or catastrophe risk, with strong communication skills for translating technical concepts.
Required Qualifications
- 5+ years of experience in customer success, account management, or a related client-facing role
- Proven track record of managing and growing a portfolio of enterprise or technical clients
- Experience in the insurance, reinsurance, or catastrophe risk industry
- Comfortable in a hands-on, startup-style environment
- Strong communicator with the ability to translate complex technical concepts for non-technical audiences
- Demonstrated ability to manage and develop direct reports
- Proficiency with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar)
- Self-motivated
- organized
- comfortable working remotely
- comfortable working across time zones
Desired Qualifications
- ideally in a B2B SaaS or data/analytics environment
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