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Head of Customer Success
4 months ago
Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships.
CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to
provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.
The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.
About the role
The Customer Success Team at CitNOW Group are hiring for a Head of Customer Success to play a critical role in driving the CitNOW Group customer strategy, ensuring we achieve usage, growth and retention related KPI’s and continue to delight our customers.
The Head of Customer Success will work closely with the Global Director of Customer Success to create strategies and tactics to improve customer relationships, retention and ARR growth. This is an exciting opportunity for an experienced, dynamic leader to join the team and make a significant impact at a time of exciting evolution for CitNOW Group.
This is a field-based position, requiring regular regional travel to customer sites and our offices as required.
Key responsibilities include:
Responsibility for all CitNOW Group customers outside of the Strategic accounts with respect to ongoing support and relationship managementnManaging the Sales Vertical aligned Account Management Team to ensure that customer satisfaction and retention is maximised and maintainednResponsibility for achieving and stretching beyond our retention KPIs of 95% GRR and 110% NRRnResponsibility for the ARR target growing for existing customersnDeveloping proactive strategies and tactics to improve customer relationships, retention and ARR GrowthnLeading the Account Management Team to ensure they are following predefined processes, improving the efficiency and effectiveness of Customer Success activitiesnEnsuring the ‘risk’ process is followed to ensure customers at risk of cancelling are identified and all resolutions are undertaken, acting as the escalation point for cancellationsnWorking closely with the Sales Teams to ensure we have a robust process for identifying, collaborating and delivering growth opportunities within existing customers, as well as a smooth transition from Sales to Customer SuccessnWorking closely with the Group Onboarding Team to ensure we have a seamless process to transfer customers from Onboarding to Customer SuccessnEnsuring effective utilisation of business systems across the Account Management team to record, monitor and analyse activity and customer performancenFollowing the business reporting and documentation processes to ensure all reporting requirements are completed accurately and on timenCapturing, documenting and reporting on client/prospect feedback and competitor activity using SalesforcenWorking with all global teams to support our customer strategy around the business - key areas of focus being account plans, increasing usage, capturing ‘why’ and retention activitynManaging personal stakeholder interactions and develop appropriate and effective relationships with stakeholders at all levelsnSharing best practice with the wider team to build knowledge and inform
We are looking for:
Experience in a leading Customer Success/Account Management teams within a global SaaS businessnA customer focussed approach with excellent communication and problem solving skillsnA passion for technologynAn excellent communicator with the ability to build strong relationships with internal and external stakeholdersnExperience in coaching and developing teams to fulfil their potential and achieve targetsnA full driving licence is essentialnKnowledge and experience of using Salesforce is highly desirablenPrevious experience of working in the Automotive industry is desirable, but not essential
In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.
We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.
The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.
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