Head of Customer Success
Job Description
Location: Remote (Global)
Company: Pro Coffee Gear
Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.
Key Responsibilities
Customer Success Leadership
Own the end-to-end customer experience and define scalable customer success strategies to support growth.
Establish and track KPIs, processes, and team goals aligned with business objectives.
Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.
Enable the consultative sales process through client communications across email, SMS, and social platforms.
Oversee ac...