About the Client & Role
Our Client has developed a leading platform for social impact measurement and reporting that allows large organisations to quantify and benchmark the difference they make to society.
They are currently seeing impressive year on year growth driven by commercial imperative for large organisations to report their Environmental, Social & Governance (ESG) performance alongside their financial performance. The business has significant ambitions to scale both nationally and internationally in the next 2-3 years.
The Head of Customer Success is a senior leadership position, responsible for defining and executing the customer success strategy to drive customer satisfaction, retention, and growth as the business scales. As the leader of the Customer Success team, you will be instrumental in building a customer-centric culture and ensuring customers derive maximum value from our Clients’ services, as well as contributing significantly to the overall strategic direction of the business.
Key Responsibilities
Strategy
• Strategy & Execution: Take responsibility for developing the customer success strategy, vision, and goals; aligned to the overall business objectives. Ensure that the people and processes are in place to ensure successful execution of this strategy.
• Customer Lifecycle Management: Take ultimate responsibility for our Clients’ relationship with its customers. Take the lead on understanding customer needs and the ever-evolving market conditions and continue to strategically evolve the end-to-end customer experience, from onboarding to ongoing engagement, retention, and expansion.
• Customer Feedback: Engage in technical and commercial discussions with customers and use this to provide feedback and input to the product roadmap and commercial proposition; act as a key champion for the customer regarding issues/opportunities and enhancements.
• Industry Knowledge & Feedback
Management
• Leadership & Team Management: Continue to build and evolve the customer success and support function; provide leadership and direction, foster a culture of collaboration amongst the team and ensure a customer-centric approach. Identify future resourcing needs as the business grows and make well-articulated business cases for securing investment internally to meet these needs.
• Data, KPIs and Reporting: Ultimately own the churn, Net Promoter Score and commercial (retention and upsell) KPI’s and take responsibility for devising and reporting against a clear set of customer success and support metrics.
• Cross-functional collaboration: Work closely with sales, marketing, product, and support teams to ensure alignment and seamless customer experiences.
Commercial
• Key Customer Engagement: Devise key account management plans and own all aspects of the relationships with key customer accounts, including technical, subject matter, commercial and contractual.
• Dealing with challenges: Be comfortable acting autonomously to make complex business decisions and provide clear solutions in direct response to customer challenges relating to technical issues, subject matter queries or contractual aspects.
• Events: Identify opportunities for customer focussed seminars, webinars and other events, and plan and coordinate the delivery of these, bringing in internal and external expertise as required – with the aim of creating a ‘community’ that our customers derive significant value from being part of.
• Renewals: Have a commercial focus on customer retention and be ultimately responsible for minimising customer churn, through developing clear strategies and communications, and be comfortable with contract negotiation.
• Upsells: Be responsible for deriving upsell strategy and driving upsells of software modules and consulting services into the customer base, including carrying a sales target for this.
• Encourage customer advocacy: Develop and execute initiatives to turn satisfied customers into brand advocates, driving referrals to support company growth.
Experience Required
Essential
• At least 6 years customer success experience with at least 4 years working in a senior role with management and leadership responsibilities
• Demonstrable experience of developing and executing the strategy for and taking complete ownership of the Customer Success function
• Experience of dealing with mid & senior level contacts within large private & public sector customers
• Experience of working in the technology sector preferably B2B SaaS software solutions
Desirable
• Relevant professional qualifications
• Experience in a scale up business environment
• Experience of ESG, social impact or corporate responsibility disciplines
Remuneration & Benefits
• Salary negotiable, dependant on experience.
• Share options through the company’s EMI scheme.
• Up to 10% annual bonus based on company performance.
• 5% company pension contribution
• 25 days paid annual leave plus 10 statutory days.
• Health insurance
• Salary sacrifice-based electric vehicle scheme
• Monthly ‘wellbeing benefit’ such as spa vouchers, cinema vouchers etc.
• Flexible working
• Paid volunteering days
• Regular team events