Head of Customer Success

4 weeks ago


Bedford, United Kingdom Verifile Full time

**Head of Customer Success**

**_ Competitive Salary with opportunity of quarterly bonus_**

**Who we are?**

You will be a people leader and also have a good handle on how technology is used to improve Customer Success, understanding what it means to work in a business that is driven by data and information.

This role is a great opportunity for you to put your mark on our future by defining the customer success strategy and then implementing it.

**About the role**:

- Define, optimise, and communicate our customer success mission statement, vision, goals, and objectives
- Drive Customer Success outcomes by increasing renewal rates and reducing churn, expanding revenue through upsell and cross sell and driving new business through greater advocacy
- Define and optimise the customer journey and lifecycle through objectives such as mapping the customer journey, improving engagement approaches and manging escalations whilst Identify opportunities for continuous improvement.
- Inspire Customer Success across the company: aligning with marketing, product, sales and finance
- Grow, mentor and inspire a world class Customer Success team by setting expectations, providing feedback, encouraging continuous learning and creating culture of massive customer delight

**The must haves**:

- A minimum of 5 years’ experience in leading customer success, ideally for SaaS businesses
- A great track record of expanding revenue and mitigating customer churn
- Strong empathy for customers AND passion for revenue and growth
- Ability to manage influence through persuasion, negotiation, and consensus building
- Be driven by customer happiness and success
- An interest and understanding of emerging technologies and how tech can enhance our customer service
- You’ll be an enthusiastic and creative leader with experience of managing and developing a team, improving performance, and supporting an environment of continuous learning
- Degree level education preferred

**We’d also love you to**:
Ensure that the company values are reflected in your own work and behaviour: Leadership, Partner Human, Relentless and Flexible

**What’s in it for you**:
Every member of our team at Verifile is valued, which is why we support their wellbeing fully with a range of benefits to help them thrive both inside and outside of work. Grouped around four priorities - health, time, finances, and community, we don’t have enough space to list them all, but it does include Holiday Trading, retail discounts, Life assurance, medical services, wellness programmes, fitness classes, gym discounts and much more

**Sound Exciting?**

All our employees will be required to undergo background screening to BS7858 standards.

Be Yourself: We’re building a place where everyone feels comfortable and is empowered to bring their individuality to work. A place where everyone feels safe to share their experience and know that their individual voice will be heard, valued and respected. We value all cultures, backgrounds and experiences, and we truly believe that diversity drives creativity and innovation. Join our community and help us make the World a more honest and safe place to work.



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