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Company Description Barbers of 1907 provides an inclusive, welcoming environment where clients of all genders can enjoy a relaxing barbershop experience. The team blends traditional haircut and coloring techniques with contemporary styles, using top-of-the-line products such as hair extensions and enriching scalp treatments. Guests benefit from complimentary shampoo services with a hot towel, designed to promote healthier, happier hair. Barbers receive some of the best training available, ensuring skilled, professional service and consistently high-quality results.
Role Description The SVP of Customer Success is a full-time remote role responsible for overseeing the end-to-end customer journey and ensuring a consistently excellent client experience across all touchpoints. This position leads the customer success organization, setting strategy, defining service standards, and aligning teams around customer-centric goals. Day-to-day responsibilities include developing and refining customer success processes, monitoring satisfaction metrics, and implementing initiatives to increase retention and lifetime value. The SVP will collaborate closely with operations, marketing, and sales to gather feedback, resolve escalated issues, and introduce programs that deepen client relationships. This role also involves building and mentoring a high-performing customer success team, optimizing tools and workflows, and reporting on key performance indicators to senior leadership.
Qualifications
* Strong focus on Customer Satisfaction and Customer Experience, with a track record of improving service quality and client outcomes.
* Demonstrated expertise in Customer Retention, including designing and executing strategies that enhance loyalty and reduce churn.
* Proven experience in Account Management, managing key client relationships, and delivering value through consultative engagement.
* Background in Sales, especially in environments where customer success and revenue growth are closely connected.
* Leadership experience overseeing customer-facing teams, including coaching, performance management, and organizational design.
* Ability to use data and analytics to inform decisions, set goals, and measure progress on customer success initiatives.
* Excellent communication, negotiation, and conflict resolution skills, with the ability to manage escalations effectively.
* Comfort working in a remote environment, with strong time management, collaboration, and digital communication skills.
* Bachelor’s degree in Business, Communications, or a related field; advanced degree or equivalent experience is a plus.
* Experience in service-driven or hospitality-related industries is beneficial, especially in premium or experience-focused brands.