Role Overview
KatRisk is looking for an experienced and client-focused Head of Customer Success to own and lead the customer success function. This is a hands-on customer facing role - you'll be the primary driver of client satisfaction, retention, and growth. You'll work closely with our sales, product, and technical teams to ensure our clients get maximum value from our platform and are set up for long-term success.
Responsibilities
- Serve as the senior point of contact for KatRisk's client portfolio, building deep, trust-based relationships with key stakeholders.
- Develop and execute customer success strategies that drive adoption, retention, and expansion.
- Lead onboarding for new clients, ensuring a smooth and effective implementation experience.
- Monitor client health and proactively identify risks, developing action plans to address churn or dissatisfaction.
- Manage and mentor team members, providing guidance and fostering their professional development.
- Partner with the sales team on renewals and upsell opportunities.
- Serve as the voice of the customer internally, channeling client feedback to product and engineering teams to inform the product roadmap.
- Develop and maintain customer success playbooks, processes, and metrics to scale the function as KatRisk grows.
Requirements
- 5+ years of experience in customer success, account management, or a related client-facing role, ideally in a B2B SaaS or data/analytics environment.
- 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 where you'll both set strategy and execute on it.
- 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, and comfortable working remotely and across time zones.
