What does Head of Customer Success look like at your company?
I work at an e commerce agency where I started effectively as an assistant, worked up to account manager in charge of deciding strategy on an account (more or less running the clients’ e commerce business), and most recently added on leading onboarding for clients to make sure the AM and rest of the team get our relationship started properly.
However, they are taking away most of my accounts and moving me up to the Head of Customer Success. This role has never existed at the company. Initially, my responsibilities would be the full funnel, be involved in the sales process (or make sales myself!), translate that into a smooth transition towards onboarding, and if the client leaves, own that process too. I’m also in charge of training all new account managers.
Is this normally what Head of Customer Success looks like? I’m only 4 years into my career so it seems like a great opportunity, but I also don’t see how the role grows into direct people management.