Head of Customer Success
ABOUT THE ROLE
The Head of Customer Success will ensure strong client impact and retention. Your responsibilities will include onboarding new coaches, managers and HR administrators onto our platform, monitoring utilization rates, responding to user questions and feedback, and keeping manager subscriptions and partner programs on track. You will own and be held accountable for all client-related KPIs including Net Promoter Score, average session ratings, key account growth, B2B client retention, and the manager utilization rate, among others. As a member of a small start-up team, you will also be expected to thrive in our remote work environment, including participation in our daily Slack updates, weekly 1:1 check-ins and other team learning activities.
You are ready for a new challenge and are excited about CoffeeChat’s mission. You have previously worked at a start-up or new business unit, ideally with direct, client-facing exposure to customer service or partnership management in the edtech, HR, training or a similar sector. Experience with new user onboarding, handling client support requests, program impact measurement and key account management. You are prepared to build and optimize scalable processes to prepare CoffeeChat for strong client retention and account expansion. You are always willing to take on new responsibilities, are highly organized, and have a great aptitude for learning. You are highly comfortable using tools such as Slack, Google Sheets, Loom, Calendly and Canva. Strong English required, with French a plus.
Competitive salary based on your experience. Monthly remote working stipend. Access to our executive coaching service. Cash and equity bonuses based on performance against targets. 100% remote role and generous leave policy.
MODE OF APPLICATION
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CoffeeChat is a Future of Work technology startup on a mission to democratize access to executive coaching for the estimated 15 million managers working at companies, organizations and governments across Africa. Founded in 2019, CoffeeChat has worked with dozens of companies to facilitate over 1,000 coaching sessions via our network of 300 coaches from across 30 countries. CoffeeChat was featured in the HolonIQ Africa EdTech 50 list in 2020 and was peer-selected as a top startup during the Village Capital Future of Work Africa program in 2021.