Head of Customer Success

Posted 17 February by ABR TALENT LIMITED

Head of Customer Success required now for a new and fast growing marketing technology business based in Hampshire.

This is the perfect opportunity for a talented and proven Senior Customer Success Manager/ Team Leader to take the next step in their career.

If you are passionate about Customer Success and excited by the prospect of building a world-class function, read on!

The role:

Reporting to the Managing Director, you will be responsible for leading the Customer Success function. In this role you will have the opportunity to build a world class Customer Success operation. The client is already well established and are looking for a candidate with a proven background in SaaS Customer Success to come in, implement best practice, and build a team focused on the success of their customers.

Primary responsibilities:

· Successfully manage and mentor Team Leaders, providing hands on day to day leadership and support to the function.

· Overall responsibility for performance management for Customer Success.

· Drive employee engagement and create a positive team culture.

· Performance management of a portfolio of customers; ensuring process is being followed and SLA’s being kept.

· Drive time-to-value, customer adoption, customer NPS and growth revenue metrics.

· Ensure the team have absolute clarity on the clients vision of success, ensuring that they take the right steps to deliver this.

· Work with the Account Management function to maximise account expansion.

· Build relationships with the C-suite of major accounts in order to really understand their requirements and what success looks like.

Skills & experience required:

· A proven Customer Success background within SaaS.

· You’ll have experience of managing a team, and ideally managing managers.

· A demonstrable background of interacting with senior level decision makers.

· You’ll be passionate about Customer Success and be current on best practice within the Customer Success community.

· Experience working with senior management within an organisation including report presentation and contribution towards strategic initiatives.

· A positive, energetic, and proactive approach to identifying and winning new business.

· Exceptional presentation skills with a sharp communication style both written and verbal.

Desirable:

· Experience managing managers.

· Experience working at board level / participating in senior management meetings.

· Qualifications related to customer success & account management.

· Hands on Sales and/or Marketing experience

Due to Covid-19 this requirement will begin remotely. When possible, you will be required to work from the Hampshire based office therefore you will need to be within a commutable distance.

Required skills

  • Team Leader
  • Customer Success
  • SaaS
  • Manager

Application questions

Do you have Customer Success experience within a B2B SaaS or Martech organisation?
Do you have leadership experience?

Reference: 42044232

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