"Alerted.org

Description

HEAD OF CUSTOMER SERVICE - International Company Located in Duluth

We’re looking for a Head of Customer Service for one of our clients located in Duluth. The Head of Customer Service will be responsible for overseeing the entire customer journey—from initial onboarding through renewal and expansion. This strategic role is critical to driving engagement, retention, and growth across their customer base. As part of the senior leadership team, you’ll build and execute a world-class customer experience strategy that sets us apart in the industry. You’ll oversee customer success operations, champion cross-functional collaboration, and ensure that every client touchpoint is seamless, supportive, and value-driven.

What You’ll Be Doing:

+ Design and implement a customer success vision aligned with business growth goals

+ Own key metrics like churn, CLTV, and net revenue retention

+ Champion a customer-first mindset across all departments

+ Lead and scale a high-performing team (Account Managers, Client Engagement, Onboarding & Support)

+ Provide coaching, resources, and direction to drive performance and career growth

+ Manage the post-sale customer journey to ensure satisfaction, loyalty, and long-term success

+ Identify and proactively solve issues to reduce churn and increase advocacy

+ Collaborate closely with Sales, Marketing, Product, and Operations to align strategies and deliver seamless customer experiences

+ Deliver customer insights that influence product innovation and go-to-market plans

+ Lead customer expansion through upselling, cross-selling, and value realization

+ Continuously improve processes around onboarding, renewals, and customer lifecycle

+ Leverage customer success platforms and CRM tools to track health scores, engagement, and retention

+ Report on trends, risks, and performance to executive leadership

Requirements

+ 5+ years in customer success, account management, or a related leadership role

+ Strong experience with renewal-based or subscription business models

+ Proven track record of reducing churn and driving upsell/cross-sell initiatives

+ Skilled in building trusted relationships with customers—including C-level executives

+ Data-driven with a strategic mindset and experience leading CS operations and tools (Salesforce, Microsoft Dynamics, etc.)

+ Excellent communication and interpersonal skills—able to rally teams and lead by influence

+ Experience scaling customer success in a fast-paced, high-growth environment is a strong plus

If you are interested in this opportunity and possess the necessary qualifications, please submit your formal and confidential resume to Kristen Stough for immediate consideration.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

• 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .