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Director of Customer Success Customer Success and Retention · London
3 months ago
Head of Customer Success
TransferRoom is a hyper-growth B2B SaaS business on a mission to change the football transfer market for the better. We do this by empowering football clubs, agents and players to be successful in the transfer market by giving them real-time market intelligence and direct access to a global network of decision-makers.
Since our launch in 2017, clubs have used TransferRoom to facilitate over 4,000 transfers, and we are proud that today over 700 clubs from 60+ countries and 100+ leagues are currently using the platform.
Brief intro to the role
Here at TransferRoom, we are hiring a Head of Customer Success to lead our global Customer Success team. You will have a strong commercial mindset, having had accountability and responsibility for revenue through driving retention of existing customers through upsells and renewals. You will be responsible for defining and managing how we deliver customer success to our global customer base. We are looking for a seasoned leader who has experience putting in place Customer Success processes, structure, and strategy.
Key Responsibilities
- Drive overall vision - post-sales experience (from adoption to renewal) of TransferRoom's B2B customer base in close partnership with our Sales and Marketing teams
- Be an inspirational leader - hire and develop world-class talent, fostering a customer-first mindset and inclusive culture that inspires people to do their best work
- Generate revenue: Deliver world class customer success to all customers to ensure they see value from our product and renew their contract
- Innovate on modern solutions - use data to guide customer engagement and serve customers at scale across their lifecycle
- Collaborate with internal teams - with Marketing, Finance, Analytics, Tech, RevOps., and Product to develop a coordinated strategy to accomplish Customer Success priorities. Advocate for our customers' needs and rally resources to support them when needed.
- Build and nurture executive relationships - with customers and prospects to deepen TransferRoom's partnerships with our strategic customers. Develop executive and operational relationships across accounts to solidify our partnership and commitment to the customer
- Cross-team collaboration - work closely with the Sales to develop and execute growth plans and strategies that drive customer success - increasing net £ retention
- Accountability - establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed
- Customer obsessed - develop executive and operational relationships across accounts to solidify our partnership and commitment to the customer, customer-first mentality
What the role involves
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
- Driving retention across our customer base and handling challenging customers and navigating challenging renewal conversations in person / virtually
- Identify and drive upgrades with the Customer Success team and in collaboration with the Sales team
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team
- Creating an optimized & data-led customer journey model and ensure all internal stakeholders are aligned and using it
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. Determine how the CS team will track these metrics and who has the overview for each account
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
- Collaborating with Sales and Marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Drafting, approving, and implementing compensation plans for the entire CS team to encourage productivity and performance, and rewarding customer-goal and business-goal achievement
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships
- Present strategy, key insights, financial/non-financial achievements, quarterly progress updates,etc to partners in a compelling manner
Who you are:
- Previous experience as Head of Customer Success in a fast growing B2B SaaS business with proven performance and specific revenue goal achievement. Minimum 6+ years of management experience for this role.
- Commercially orientated with experience in a commercial role with revenue accountability
- Experienced in defining customer onboarding process and defining and implementing renewal processes
- You have a track record in delivering customer and business outcomes in an innovative way
- You have managed global teams and a diverse customer base, specifically large number of customers with high deal velocity and shorter sales cycles (across markets and cultures)
- You are customer-centric at your core and a champion for customers; passionate about understanding your customers' organizations, business priorities, and sources of value
- You are data-driven and can set the right performance indicators for your organization
- You bring operational rigor and systems thinking across the customer lifecycle
- You are a powerhouse of a leader who effortlessly draws in, inspires, nurtures, and holds onto top talent
- You have mastered the art of navigating tricky organizational mazes (both inside and out)
- You're ready to dive headfirst into supercharging adoption and usage to ensure that net £ retention skyrockets
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
- You are passionate about football and you understand intimately the buyer personas and structures of our key customers (football clubs and agents)
- You are able to work well under pressure, get in the details as well as see the bigger picture, and work effectively in ambiguity in an ever-changing fast fast-paced environment
- A second European language would be preferred Benefits include:
- 25 days holiday plus bank holidays.
- Employee assistance programme.
- Life insurance.
- A Pension plan via Nest.
- Extended Maternity and Paternity leave.
- Learning budget for everyone.
- A generous employee Referral Bonus scheme.
- Team building days and events.
- Cycle-to-work scheme and an annual travel season ticket loan.
- Matched Giving' programme where we donate when our employees donate.
