About The Role
The Head of Customer Success will be responsible for the overall revenue and volume growth of Gogo Xpress’s customers. He / She will be responsible for building a roadmap for the customer data (analytics / insights) of different segments.
This role will also oversee the entire customer journey and design campaigns or programs that can lead to usage, retention and loyalty.
He / She will also be the gatekeeper of the Customer Success Metrics and should work closely with different cross functional teams to ensure that GGX provides consistent high service level performance and top-notch customer experience.
Grow GGX communities
Craft continuous efforts to make GGX customers (riders, merchants, possibly KDCs) feel a close connection with GGX, with the goal of turning these customers into advocates
Ensure we keep our ears on the ground, understand the life cycle of our customers, and have a good pulse of our customers in order to align their needs with GGX business decisions
Identify and measure the definition of success for GGX customers
Work closely with our customers to craft their own definitions of success
Turn these definitions of success into quantifiable metrics and KPIs that are monitored on a regular basis
Collaborate with all teams (operations, product, growth marketing, etc) to ensure that the entire organization is aligned to customer success
Act as the gatekeeper of success
Build a proper system and dashboards to easily and regularly review KPIs
Build segmentation programs through the Unified Partner / Merchant Scores with the goal of improving overall customer performance
Build and implement an anti fraud system to ensure all customers remain successful
Ensure that all metrics monitored are understood and easily viewed by our customers as well
Oversee Customer Lifecycle Management
Develop GGX’s customer lifecycle stages and create strategic initiatives for each stage of the customer journey, which includes onboarding, engagement and retention.
Create and refine programs that leverage tenure and customer behavior data, and include a mix of triggered, targeted and controlled campaigns.
Own key and measurable customer metrics, ATPU, ARPU, LTV, conversion rate, etc.
What You’ll Need
5-7 years of experience in customer marketing, preferably from tech, ecommerce or logistics companies.
A proven track record of creating successful marketing campaigns aimed at driving conversion, usage, retention and loyalty.
Detail-oriented and organized, able to manage multiple projects to meet deadlines.
Strong understanding of customer segmentation and personas