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Head of Customer Success
3 months ago
Who we are, what we do and why
We are Dext - the world's leading provider of accounting & bookkeeping automation software. Our products improve the efficiency and financial data workflow processes of accountants, bookkeepers, and businesses globally. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning and emerging technologies to advance and improve the accounting process for all, to make accounting more effortless.
The Customer Success Lead will drive the successful adoption & utilisation of Dext's product suite, ensuring customers gain the maximum ROI from their investment whilst leading the Customer Success team. Reporting to the UK GM, you will partner with leaders across the UK business to ensure Dext effectively and efficiently delivers an outstanding customer experience. You will work closely with the New Business and Account Management teams to support the efforts in achieving high retention & growth rates for the UK business.
The role - what you'll do:
- Lead, coach and manage a team of CSM's, ensuring the continual professional growth of the team and the individuals within it. This would include formally documented PDP for each team member.
- In conjunction with the UK GM & wider UK Leadership, build a customer engagement strategy that supports the overall goals of Dext's UK business.
- Partner with internal stakeholders to ensure we continually iterate and improve upon all areas of our customer engagements; primarily focused on the onboarding, training & education we provide throughout the customer journey.
- Identify and propose scalable solutions to manage our smaller accounts effectively, ensuring they feel highly supported and serviced as well
- Foster a team-oriented environment that drives collaboration and idea generation
- Collaborate with Marketing to ensure our customer marketing is aligned, helping drive customer advocacy from successful engagements.
- Collate, understand and share key insights with our Product teams to support the build of new products and enhancement of existing products
- Develop detailed expertise in the Dext suite of products
- Ensure the team are able to educate & consult with customers on how to both use and implement the Dext suite of products across their practice and client base, offering value add best practice guidance
- Act as the voice of the customer within the company, sharing feedback from partners on level of service, experience with the product etc.
- Lead team to achieve weekly call/meeting KPI's
- Working towards and achieving your monthly net client retention KPIs
- Working closely with the Account Management team to devise monthly plans around minimising churn.
Stakeholders they will collaborate with
Internal stakeholders
- UK Leadership
- Account Management & new sales
- Product
- Support
- Marketing
External stakeholders
- Working directly with decision makers across the Partner (customer) base.
Goals & Objectives
- Active Clients added
- Time to value
- Time to onboard partners
- Ensure team meet activity KPI's to deliver an exceptional customer experience
About you - what we are looking for:
Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don't meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity & Inclusion commitments here
Skills Requirements
Essentials
- 3-5 years relevant and proven leadership experience within Customer Success
- Experience in developing and implementing Customer Success strategies and initiatives.
- Excellent communicator, able to build strong relationships with internal and external stakeholders at a senior level
- Experience in coaching and developing Customer Success teams to fulfil their potential and achieve set targets.
- Process driven and numerically confident
- Able to prioritise work effectively to maximise team's time spent with Dext's customers
- Strong problem solver
- Strong strategic planning and execution skills.
- Proficiency in CRM systems
Knowledge
Essentials
- Experience within a fast paced and innovative environment
- Software or SaaS experience
Desirables
- Previous work in the accounting and bookkeeping sector beneficial, but not essential
- Fintech experience also beneficial, but not essential
Behaviours
Essentials
- Motivated by KPI and target driven roles
- Team player who works with others to deliver results, contributing to the group and ensuring the team's needs comes first
- A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better.
- Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent
- Brave & willing to try new approaches that can lead to exceptional results
Desirables
- Experience working towards targets/ quotas
- Able to negotiate win-win scenarios.
What you will be part of - our values, culture and behaviours:
We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:
Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.
Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.
Be Together - We are one team. There is no such thing as individual success without team success.
Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us, and inform the way in which we communicate, collaborate and support each other. They are:
Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous
What we will give you - the perks:
- A competitive salary;
- Flexible working;
- 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;
- Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more);
- Cycle to work scheme;
- Access to the Learnably platform where you can spend your annual L&D allowance - ;
- Payroll giving;
- Income protection;
- Mental health support through .
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