About the role:

Sedna is seeking a strategic Head of Customer Success Management to lead and expand our dynamic Customer Success team. This role will focus on driving key business outcomes such as Gross Revenue Retention (GRR) and increasing Customer Lifetime Value (LTV) while ensuring that our customers derive significant value from Sedna. The ideal candidate will develop scalable Customer Success strategies, build strong relationships with both SMB and large enterprise customers, and foster a positive team culture. This position requires a blend of strategic vision, data-driven decision-making, and hands-on leadership.

Your responsibilities:

Here's a bit more on what you can expect to be doing day-to-day:

Team Leadership and Development: Lead and develop a diverse team of Customer Success Managers (CSMs) and Adoption Managers, ensuring success for SMB and Enterprise customers. Foster a culture of collaboration, excellence, and continuous learning. Recruit top talent and provide ongoing coaching to maintain high performance and engagement.

Strategic Focus and Innovation:: Drive Gross Revenue Retention (GRR) and Customer Lifetime Value (LTV) through effective Customer Success strategies. Utilise data to create insights and actionable plans for growth. 

Continuous Improvement: Identify opportunities for Sedna to enhance our time-to-value for customers by iterating on our approach to customer management. Continuously optimise our processes and tools, such as Salesforce and Notion, to boost team efficiency and productivity.

Customer Relationship and Enterprise Management: Develop tailored strategies for large Enterprise customers, building trust-based relationships with senior stakeholders. Establish and nurture strong customer relationships, advocating for their needs and engaging regularly through various touchpoints.

Cross-Functional Collaboration: Collaborate with Professional Services, Support, Sales, Marketing, and Finance teams to deliver excellent customer outcomes and experiences. Work with Product teams to integrate customer feedback into development and enhancements.

About you:

We think you’ll need the following experience and qualifications to succeed in this role:

• Experience in B2B SaaS in Customer Success or Account Management.

• Experience as a Team Lead or Head of Department.

• Experience working with Customer Success teams that serve multiple types of customer profiles from SMB through to Enterprise

In addition, here are the core attributes we are looking for:

• Customer-Centric Approach - You cultivate strong, trust-based relationships with customers, acting as an executive sponsor and consistently advocating for customer needs.

• Data-driven Decision Maker - You use data and an analytical mindset to inform, communicate and validate your decisions.

• Cross-Functional Collaboration - You effectively partner with Sales, Marketing, Operations, Product, and Finance teams to achieve shared goals and improve customer experiences.

• Talent Development - You excel in recruiting, coaching, and developing high-performing Customer Success professionals, fostering a culture of excellence and continuous learning.

• Innovative Thinker - You continuously seek out and implement innovative solutions to improve Customer Success processes and tools, staying ahead of industry trends.

• Delivery Focused: You are hands-on in implementing the strategies you design, thriving on testing and executing them to exceed GRR, NRR, and customer engagement targets in a fast-paced, dynamic environment.

Finally, culture is important to us, so we also look for candidates who share our values:

Customer Champions - We act with the customer experience in mind and focus on optimising the customer journey.

Happy Warriors - We are resilient, we enjoy hard challenges and take the knocks in stride. We take pleasure in the journey, ups and downs included.

Pathfinders - We are self-motivated individuals with a passion for discovering, exploring new territories, and helping others navigate unfamiliar terrain.

Reliable Captains - We consistently stick to our commitments, own the results, have the commitment and drive to do what’s necessary to solve our challenges and hold each other to that standard.

Diverse thinkers - We embrace a diverse range of views and people to make better decisions. We encourage healthy conflict and seek to understand the other side to commit to decisions together.

More about Sedna:

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade. 

You can find out more about us on our website: https://sedna.com/