About DEUNA \uD83E\uDDE1
We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we’ve consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation.
We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! \uD83D\uDE80
Visit https://www.deuna.com/ to learn more about us!
The Head of Account Management is responsible for leading the customer success team and ensuring that our customers achieve their desired outcomes through the use of our products. This role involves managing relationships with key stakeholders at DEUNA’s main clients, developing strategies for customer retention and growth, and collaborating cross-functionally with product and data teams to create value for our customers. The Head of Customer Success will work to enhance the overall customer experience, foster adoption, and drive customer satisfaction to meet business objectives.

Key Responsibilities:

• Leadership and Team Management: Lead and manage a high-performing team of Customer Success Managers (CSMs) who are responsible for maintaining and enhancing relationships with all active clients.
• Strategic Client Relationship Management: Build and manage relationships with senior stakeholders at strategic client organizations, ensuring their needs are met and value is consistently delivered through our solutions.
• Customer Success Strategy Development: Develop and execute strategies to improve customer experience, drive product adoption, and ensure overall satisfaction and retention.
• Upselling and Cross-selling: Scale up current customers to acquire updates versions of our product; Billing and revenue will be key metrics for this position.
• Cross-functional Collaboration: Work closely with product, operations and data teams to develop business insights, create information visualization tools, and identify opportunities to improve product features that generate value for our customers.
• Customer Issue Resolution: Ensure timely and effective resolution of customer issues, managing collaboration between customer support and technology teams to address any challenges.
• Customer Satisfaction Monitoring: Monitor customer satisfaction, proactively identifying areas for improvement in the customer experience and taking corrective actions as necessary.
• Data-Driven Insights: Analyze customer data to identify trends, conversion drivers, and areas where customer success efforts can be improved. Provide actionable insights to leadership and other departments.
• Customer Success Metrics: Communicate key performance metrics related to customer success, satisfaction, and retention to the leadership team and stakeholders.
• Client Onboarding and Project Management: Oversee the onboarding process for new clients, ensuring the timely completion of projects and adherence to client requirements, milestones, and deadlines.

Requirements:
Bachelor’s degree in Business Administration, Marketing, or a related field.
MBA or Master’s degree in Analytics is a plus.
7+ years of experience in customer success management, preferably in a SaaS environment.

Experience working in Ecommerce and proficiency with analytics tools (Google Analytics, Tableau, Power BI, or similar). Knowledge of SQL is a plus.

• Strong understanding of conversion funnels and conversion drivers.
• Proven track record of leading and growing a customer success team.
• Excellent communication, interpersonal, and leadership skills, with a proactive approach to working cross-functionally.
• Strong analytical and problem-solving skills, with a data-driven mindset.
• Ability to thrive in a fast-paced, dynamic environment.
• Technical aptitude to understand client-facing technical issues and communicate effectively with product and technology teams (without needing to be a technician).

• Leadership and Team Management: Lead and manage a high-performing team of Customer Success Managers (CSMs) who are responsible for maintaining and enhancing relationships with all active clients.
• Strategic Client Relationship Management: Build and manage relationships with senior stakeholders at strategic client organizations, ensuring their needs are met and value is consistently delivered through our solutions.
• Customer Success Strategy Development: Develop and execute strategies to improve customer experience, drive product adoption, and ensure overall satisfaction and retention.
• Upselling and Cross-selling: Scale up current customers to acquire updates versions of our product; Billing and revenue will be key metrics for this position.
• Cross-functional Collaboration: Work closely with product, operations and data teams to develop business insights, create information visualization tools, and identify opportunities to improve product features that generate value for our customers.
• Customer Issue Resolution: Ensure timely and effective resolution of customer issues, managing collaboration between customer support and technology teams to address any challenges.
• Customer Satisfaction Monitoring: Monitor customer satisfaction, proactively identifying areas for improvement in the customer experience and taking corrective actions as necessary.
• Data-Driven Insights: Analyze customer data to identify trends, conversion drivers, and areas where customer success efforts can be improved. Provide actionable insights to leadership and other departments.
• Customer Success Metrics: Communicate key performance metrics related to customer success, satisfaction, and retention to the leadership team and stakeholders.
• Client Onboarding and Project Management: Oversee the onboarding process for new clients, ensuring the timely completion of projects and adherence to client requirements, milestones, and deadlines