Head of Client Success

Location: Medellín or Pereira, Colombia (Hybrid – 2 days in office)

About EnzoDialer:
EnzoDialer is a fast-growing SaaS company providing innovative solutions to help businesses streamline operations and drive success. We are seeking an experienced and driven Head of Client Success to lead our efforts in ensuring customer satisfaction, reducing churn, and driving client success across our platform. The ideal candidate will be based in Colombia and will play a critical role in establishing processes, systems, and a high-performing team to support our growth.

Role Summary:
As the Head of Client Success, you will be responsible for building and leading the client success department. Your primary focus will be to reduce churn rates to under 8%, ensure our clients achieve their goals using the platform, and drive customer satisfaction and retention. This is a leadership role that requires a hands-on, proactive, and strategic approach to creating systems, training a team, and setting processes for long-term success.

Key Responsibilities:

• Develop and Execute Strategies: Design and implement strategies to reduce customer churn, ensuring a retention rate of over 92%.
• Build and Lead a Team: Recruit, train, and manage a high-performing Client Success team in Colombia, supporting rapid company growth.
• Implement Processes and Systems: Create efficient workflows, processes, and tracking systems to monitor client satisfaction, onboarding, and engagement.
• Client Communication and Relationship Management:
  • Act as the primary point of contact for client success managers and critical client escalations.
  • Ensure regular communication with US-based clients to understand their needs, identify challenges, and create tailored solutions.
• Onboarding Success: Oversee the onboarding process to ensure smooth transitions from sales to client success teams.
• Data Analysis and Reporting:
  • Track and analyze key metrics, including churn rates and customer success outcomes.
  • Use data to drive process improvements and report progress to leadership.
• SaaS Expertise:
  • Apply your knowledge of SaaS best practices to deliver exceptional customer experiences.
  • Optimize CRM tools like GoHighLevel and spreadsheets to enhance operations and service delivery.
• Cross-Functional Collaboration: Partner with sales, operations, and product teams to ensure alignment in delivering client success.

Qualifications:

• Experience:
  • 4-5 years of experience in SaaS, with a strong track record in Client Success or a similar role.
  • Proven leadership and team management skills (experience managing teams of 4+ people).
• Skill Set:
  • Expertise in client success strategies, reducing churn, and building customer-centric systems.
  • Strong organizational and analytical skills (Excel proficiency, CRM tools like GoHighLevel).
  • Exceptional communication skills in English (spoken and written).
• Leadership: A self-starter with the ability to think independently and drive initiatives without heavy oversight.
• Industry Knowledge: Familiarity with the SaaS industry, preferably with experience working in LATAM-based companies.
• Education: Degree in Business Administration, Finance, or related fields is a plus.

What We Offer:

• A unique opportunity to be part of a growing SaaS company and play a key role in shaping the Client Success department.
• Flexibility with hybrid work in Medellín or Pereira.
• A chance to work directly with US-based clients and collaborate with a dynamic international team.