Head of Customer Success

2 months ago

London, United Kingdom OJ Digital Full time

Job Title: Head of Customer Success - HR/Payroll Tech - Start-up - up to £90k-£120k+ OTE


Position Overview: My client is looking for an ambitious, driven, and commercial leader to join their rapidly growing start-up. As Head of Customer Success, you will lead the growing CS Function, reporting directly to the Founder.



In This Role, You Will:


  • Lead and Empower a team of Customer Success Managers, fostering a customer-centric, high-performance environment.
  • Drive Retention and Expansion by collaborating with Sales and Product teams to identify upsell and cross-sell opportunities.
  • Understand Customer Needs thoroughly, providing tailored solutions to maximise their success on our platform.
  • Collaborate Closely with Product and Engineering to convey customer feedback and support feature development.
  • Influence Go-to-Market Strategy by partnering with revenue leadership and advocating for customer-focused decisions.
  • Establish Key Metrics and Processes to monitor customer health, track success metrics, and ensure exceptional experiences.
  • Manage High-Value Relationships by serving as the escalation point for strategic accounts and building connections with senior executives.
  • Inspire a Culture of Excellence, equipping your team with the tools to deliver outstanding service.


Your Skills & Experience:


  • 8+ years in Customer Success, Account Management, or a related role in SaaS, with at least 5 years in a leadership position.
  • Proven ability to build and scale effective customer success teams.
  • Expertise in the customer lifecycle and success metrics within SaaS.
  • Strong communication, negotiation, and relationship-building skills can influence senior stakeholders.
  • A data-driven mindset, using KPIs and feedback to enhance processes.


Preferred:


  • Knowledge of subscription-based models, customer lifecycle management, and retention strategies.
  • HR Tech experience
  • Strategic thinker with experience translating big-picture goals into actionable plans.
  • Proven experience in cross-functional collaboration, particularly with Sales, Product, and Engineering teams.

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