‍Location: Remote (domiciled in Africa or India)
Terms of Hire: Full-time
Salary: Competitive, market-related

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🌍 About Turn.io

Turn.io powers life-improving conversations. Our chat platform and impact community enable organizations to scale access to vital services. Our chat platform powers small and large social enterprises, non-profits, and governments who are changing the world for the better.

Here are just a few examples of how our customers are using Turn.io to make an impact globally:

• The World Health Organization delivered 60 million messages to over 15 million people during the COVID-19 pandemic, giving them instant access to accurate information.
• Rising Academies improved maths outcomes for children in Ghana through quizzes and tutoring on WhatsApp.
• Pinky Promise is providing affordable, high-quality women's healthcare in India through chat telehealth services.
• The South African National Department of Health is improving health outcomes for 450,000 pregnant women through WhatsApp, offering a 24/7 support line and a self-service knowledge repository.
• The United Nations empowers individuals to take climate action through the “UN Climate Action” WhatsApp service.

As we continue to grow, we are looking for a strategic, results-driven Head of Customer Success to lead our global Customer Success team, ensuring our customers achieve their impact goals and maximise the value of our product.

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🌟 Role Overview

The Head of Customer Success will be responsible for the strategic direction and leadership of our global Customer Success team. You will oversee the customer success function across multiple regions, ensuring customer satisfaction, retention, and growth. You will collaborate closely with cross-functional teams, including Product, Sales, and Marketing, to ensure a unified approach to customer success, ultimately driving customer loyalty and positive outcomes. Your leadership will be key to building a world-class Customer Success function that scales with the company’s growth.

✨ Key Responsibilities

• Develop and Execute Strategy: Define and execute the global customer success strategy that aligns with Turn.io’s mission, business objectives, and customer needs.
• Lead and Mentor a Global Team: Manage and grow a team of Customer Success Leads and support roles across multiple regions, fostering a culture of high performance and continuous improvement.
• Drive Customer Outcomes: Own customer retention, expansion, and satisfaction metrics (e.g., Net Revenue Retention, Customer Satisfaction, and Churn Rate) globally, ensuring customers achieve their impact goals with Turn.io’s product.
• Collaborate Cross-Functionally: Work closely with Product, Sales, and Marketing teams to ensure alignment in customer engagement strategies and product development.
• Process Improvement: Develop scalable processes for onboarding, implementation, and customer support to ensure consistency and efficiency across regions.
• Customer Advocacy: Serve as the voice of the customer internally, providing feedback to Product and Leadership teams to inform product improvements and company strategy.
• Account Management: Oversee high-profile and strategic customer relationships, providing leadership and support for account escalations and renewals.
• Performance Management: Set goals and metrics for the Customer Success team, and monitor performance, providing guidance and support to ensure targets are met.
• Data-Driven Insights: Leverage data to track customer success metrics, identify trends, and implement strategies to enhance customer experiences and reduce churn.
• Customer Success Tools and Systems: Ensure the Customer Success team has the right tools, platforms, and resources to support their work effectively.

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🎓 What We're Looking For

• 10+ years of experience in Customer Success or a related field (SaaS, account management, or professional services), with at least 5 years in a leadership role.
• Proven track record of leading global or regional Customer Success teams, scaling processes, and driving impactful outcomes.
• Strong business acumen and ability to align customer success initiatives with business goals, including improving Net Revenue Retention (NRR) and customer satisfaction.
• Strategic mindset: Ability to think at both strategic and operational levels to shape the direction of global customer success efforts.
• Cross-functional leadership skills, with a proven ability to work collaboratively with Product, Sales, and Marketing teams.
• Exceptional communication and presentation skills, able to represent Turn.io to executive-level customers and internal leadership.
• Experience with customer success metrics and data-driven decision-making.
• Customer-centric approach: Passionate about customer experience and the ability to translate this into actionable strategies.
• Experience working with diverse teams across multiple regions, with a deep understanding of the Global South and its unique challenges.
• Fluency in English is required. Proficiency in other languages, especially French, Portuguese, or an African language, is a plus.
• Demonstrated commitment to making a positive impact in the world.

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💼 About Us and How We Work

• We’re a small but global team, from Colombia to Cambodia and everywhere in between.
• We deeply care about our customers and their end-users.
• Transparency and openness are key to us, where everyone is able to voice and contribute to decisions — big or small.
• We highly value a good work-life balance, kindness, empathy, and caring about humans.

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How to Apply

If you are excited about the opportunity to lead our Customer Success team and improve lives one conversation at a time, we would love to hear from you! Please apply below.