Location: London
Reports to: CCO
Salary: £90-110.000 per annum
About Us
We are seeking a highly experienced Head of Customer Success to lead our clients customer success team. The successful candidate will be responsible for ensuring customer satisfaction, retention, and revenue growth through the effective management and delivery of our customer success programs. This is a leadership position, and as such, the ideal candidate will be a highly motivated and organised individual, with a strong background in customer success management and leadership.
Key Responsibilities:
- Develop and implement a comprehensive customer success strategy that aligns with the company's overall goals and objectives.
- Lead and manage a team of customer success managers, ensuring they have the necessary resources and support to deliver outstanding customer experiences.
- Develop and maintain strong relationships with clients, ensuring their satisfaction with our solutions and services.
- Work closely with the sales team to ensure a seamless transition from sales to onboarding and customer success.
- Ensure clients are fully onboarded and trained on our solutions, and that they are using the platform to its full potential
- Provide regular reporting to senior management on the health of the customer portfolio, including churn rates, growth rates, and revenue projections
- Act as the voice of the customer internally, ensuring that the needs of our clients are heard and acted upon by our product and development teams
- Attend industry events and conferences to represent the company and network with potential clients
Requirements:
- At least 5 years of experience in customer success management with experience of growing customer service team up to 10-15
- Excellent communication and relationship-building skills, with the ability to work effectively with clients at all levels
- Strong organisational and project management skills, with the ability to manage multiple clients and priorities simultaneously
- Knowledge of customer success solutions and tools, and an understanding of the customer experience landscape
- A strategic mindset, with the ability to identify opportunities for growth and develop plans to achieve them
- Strong analytical skills, with the ability to interpret data and metrics to drive decision-making
- A team player, with a collaborative approach to work and a willingness to share knowledge and insights with colleagues
- A Bachelor's degree in a relevant field, such as marketing, business.
If you are a highly motivated and experienced Head of Customer Success, with a passion for delivering outstanding customer experiences and a commitment to team leadership, we encourage you to apply for this exciting opportunity.