Head of Customer Success (80-100%) 

LEVA is building a cutting-edge software ecosystem for private markets, integrating essential services such as legal, financial, and tax accounting within a single operating system. Our mission is to improve the efficiency of the private markets which have not experienced innovation in the past 30 years and are still related to outdated processes. The venture capital industry is where we started, working with leading venture capital firms, family offices, asset management firms and emerging managers, but 2024 is a transformative year when we will expand to multiple new asset classes.

At Leva we are building the tools for a new breed of investors they need to fund the winners of tomorrow. If you are eager to be part of this change, join a fast-growing and innovative start-up and be part of the next growth phase. 

A day in the life of the Head of Customer Success

You're at the helm of our team's pivotal efforts. You lead our customer success endeavors, ensuring the satisfaction, retention, and growth of our valued customer base. Your primary objective is to develop and execute strategies that drive long-term value for both our customers and the company. Join us in shaping the future of customer success. 

Key Responsibilities 

• Customer Success Strategy: Develop and implement comprehensive customer success strategies and initiatives to maximize customer satisfaction, retention, and lifetime value. 
• Team Leadership: Build, lead and mentor a team of customer success managers to ensure the highest level of service and performance. 
• Customer Relationship Management: Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate to understand their needs, challenges, and goals. 
• Account Management: Oversee the strategic management of key customer accounts, collaborating closely with cross-functional teams to drive value realization, expansion opportunities, and renewal outcomes. 
• Customer Onboarding and Adoption: Develop and optimize customer onboarding processes and programs to ensure successful product implementation and adoption, driving customer satisfaction and time-to-value.
• Customer Feedback and Advocacy: Gather feedback from customers to understand their experiences and preferences, advocating for necessary changes or enhancements within the company to improve the customer experience. 
• Metrics and Reporting: Define and track key performance indicators (KPIs) related to customer success, providing regular reports and insights to leadership on the health of the customer base and opportunities for improvement. 
• Customer Health Monitoring: Monitor customer usage patterns, engagement metrics, and satisfaction scores to identify at-risk accounts and take proactive measures to mitigate churn and drive retention. 
• Cross-functional Collaboration: Collaborate closely with sales, marketing, product development, and support teams to ensure alignment and coordination in serving customer needs and achieving company objectives. 

Your qualifications

 Skills

• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels 
• Strategic mindset with a strong focus on data-driven decision-making, metrics-driven performance management, and customer-centricity 
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and stakeholders effectively 
• Strong analytical skills 

Education and Background

• Proven track record of success in building and leading high-performing customer success teams, driving customer satisfaction, retention, and growth 
• Proficiency with CRM software, customer success platforms, and other relevant tools for managing customer relationships and performance tracking 

Some of the vast rewards working here 

• A young, diverse and inclusive community that fosters innovation and creativity 
• Culture of belonging, where teammates are empowered to bring ideas to the table and act 
• Full support and career-development resources to expand your skills, enhance your expertise, and maximize your potential along your career journey 
• Opportunity for rapid professional growth in a dynamic work environment with the chance to directly impact the company’s success 
• Hybrid flexible working model 

Application process 

Are you our new Leva family member? Please submit your resume and cover letter outlining your motivation and relevant experience to hiring((at))levamail.com. Deadline for applications is 15 May 2024. Only shortlisted candidates will be contacted. 

Leva is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.