Skills & Competencies for Head of Customer Success

Head of Customer Success job profile

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JOB SUMMARY for Head of Customer Success

Leads the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services a

JOB RESPONSIBILITIES for Head of Customer Success

Develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle. Designs data collection and feedback mechanisms to identify and understand customer needs, assess customer health and aid the development programs and policies. Builds team capabilities and capacity. Establishes collaborative relationships with sales, product development, and other customer facing functions.

Head of Customer Success SALARY RANGE

BASE 50%
$235,985
TOTAL 50%
$274,529
Job Level
M06
Job Code
EX05000350
Education/Degree
Bachelor's Degree
Reports To
Top Management

Head of Customer Success Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Head of Customer Success skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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9 general skills or competencies (Job family competencies) for Head of Customer Success

1 Job Family Competencies – Customer Retention
Proficiency Level -4
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Cites possible factors that affect customer retention rates.
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Level 2 Behaviors
(Light Experience)
Applies customer modeling techniques to identify and understand customer behaviors.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer feedback to execute new techniques in ensuring customer retention.
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Level 4 Behaviors
(Extensive Experience)
Creates plans and framework to increase customer retention growth and mitigate competitive threats.
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Level 5 Behaviors
(Mastery)
Adapts to industry best practices and trends in customer retention to secure customer loyalty.
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2 Job Family Competencies – Customer Satisfaction
Proficiency Level -4
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Cites the best practices used in improving customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
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Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
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3 Head of Customer Success - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Head of Customer Success
Proficiency Level - 4
5 Competency for - Head of Customer Success
Proficiency Level - 5

16 soft skills or competencies (core competencies) for Head of Customer Success

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Describes how our business makes money and our key business objectives.
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Level 2 Behaviors
(Light Experience)
Assists in designing business models and operating plans.
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Level 3 Behaviors
(Moderate Experience)
Analyses the business impact of demographic changes; suggests effective responses.
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Level 4 Behaviors
(Extensive Experience)
Consults on the selection and adjustment of the go-to-market strategy.
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Level 5 Behaviors
(Mastery)
Builds a mentoring model to ensure a continuous increase of business sense within our business.
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2 Core Competencies – Products And Services
Proficiency Level -3
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Cites examples of how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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3 Head of Customer Success - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Head of Customer Success
Proficiency Level - 4
5 Competency for - Head of Customer Success
Proficiency Level - 5

Summary of Head of Customer Success skills and competencies

There are 0 hard skills for Head of Customer Success.
9 general skills for Head of Customer Success, Customer Retention, Customer Satisfaction, Customer Support, etc.
16 soft skills for Head of Customer Success, Business Acumen, Products And Services, Financial Acumen, etc.
While the list totals 25 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Head of Customer Success, he or she needs to be skilled in Business Acumen, be skilled in Products And Services, and be skilled in Financial Acumen.

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