Head of Customer Success

We are looking for a Head of Customer Success to join our international software service company, GBD Ltd., which operates software solutions such as MillionVerifier, SAAS First, and PromptLab. We are seeking an experienced professional who will be responsible for the entire post-sales customer communication, including onboarding, customer success, customer support, and renewals.

Responsibilities:Onboarding & Customer Support

• Supporting customers for a seamless onboarding experience and maintaining the knowledge base.
• Conducting product demonstrations and responding to customer inquiries promptly.
• Designing automated messages and campaigns to enhance customer experience.

Customer Relationship & Feedback

• Proactively engaging with customers to ensure satisfaction and retention.
• Collecting customer feedback and communicating it to the development team.
• Developing product improvement suggestions based on customer needs.

Team Leadership & Coordination

• Recruiting, training, and motivating the Customer Success team.
• Measuring and improving team performance, tracking KPIs.

Collaboration & Strategy

• Working closely with other departments to ensure a unified customer experience.
• Analyzing customer usage data, preparing reports, and providing strategic recommendations.

Customer Retention & Expansion

• Reducing churn and managing contract renewals.
• Identifying and implementing expansion opportunities (upsell, cross-sell).

Innovation & Development

• Applying best practices and industry trends in Customer Success processes.
• Introducing new tools and methodologies to optimize workflows.
• Utilizing artificial intelligence in daily operations.

Required Experience:

• Proven experience in customer success, account management, or a related customer support role in a SaaS or technology company.
• Experience in hiring, training, and managing a team, with the ability to motivate and lead by example.
• Experience with customer success tools (e.g., CRM software, customer feedback tools, and analytics platforms).
• A track record of developing customer relationships, achieving customer satisfaction goals, and ideally, experience in leading a team.

Required Skills

• Excellent written and verbal communication skills in English and Hungarian.
• Exceptional communication and interpersonal skills to effectively manage customer interactions, resolve issues, and build strong relationships.
• Strong problem-solving abilities to creatively and efficiently address customer issues, ensuring satisfaction and retention.
• Ability to work independently.
• Precision and commitment to quality work.
• Customer-centric mindset.

What We Offer:

Join GBD Zrt, where we value individual contributions! Work remotely with flexible hours, either full-time or part-time.

• Competitive salary and bonuses.
• Flexible working hours and remote work opportunities.
• Be part of a dynamic and supportive team.
• Engage in diverse and challenging tasks.

Our Vision & Values:

Our vision is to create a workplace where everyone enjoys working, and the software we develop becomes indispensable in improving our users' daily lives.

Our Values:

Positive attitude, flexibility, empathy, customer service, support, transparency, simplicity, and continuous improvement.