Head of Customer Success
3 weeks ago
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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