Head of Client Success

2 weeks ago


Wilmslow, United Kingdom Citation Full time

**Head of Client Success**

**Location: Wilmslow - Hybrid.**

**Hours of work: Full time.**

**Who are Client Success?**

We are a fun, enthusiastic growing team who love doing what we do - we love helping our clients with many smiles along the way.

We stand by the ‘No mood hoovers here’ culture of our business, we know that engaged people working within a ‘no blame’ culture will create fantastic experiences for our colleagues and clients.

We are flexible, supportive and most importantly human. Our team make it a great place to work, we employ fun and professional people doing a great job together.

We are really proud of our leading engagement and retention rates, it is what has enabled our double-digit growth every year for the last 6 years and it is core to our business strategy. As we scale for further growth across the group, we want to strengthen our already amazing client success team.

**Does this sound like you?**

You are an experienced high performing senior leader who excels at leading successful teams across multi functions and or locations. You are dynamic and find it easy to learn, you are a self-starter who can easily listen, absorb and retain new information. You understand and drive successful change management programs.

You will be in your element working closely with the Director of Client Success creating and delivering strategies across all the group companies within the division. Implementing strategies that ensure all our clients receive exceptional service and support throughout their engagement with our teams and continue to renew at exceptional levels.

Are you a collaborator, great at working with other functions closely including sales, service, marketing and product teams to ensure clients are achieving their business goals and are satisfied with our products and services.

You will have amazing retention experience, with extensive time in a senior leadership capacity, you have a track record of building and leading high-performing retention focused teams, looking after a client base of 15k+ and contract values £100m+. You are proficient in analysis and interpreting data, able to produce your own statistics when needed. Report writing, presentation of data or preparing business cases is all part of your skill set. You understand client success metrics.

Your curious by nature and experienced in implementing tracking of key performance indicators in day to day operations. You will understand the highs and lows that come with looking after high volume of clients in F2F or remote B2B roles, strategic thinking is second nature to you and with your strong planning capabilities you will be well equipped to implement and deliver improved ways of working.

Do you have a passion for people? You like to get the best out of them and may have models to coach and mentor people. You communicate well and are as comfortable pitching to C-Suite execs as you are to the frontline teams, you are emotionally intelligent, and you know engaged and motivated client success people perform at their best.

**Are these your strengths?**
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
- Analysis of metrics and using data to identify areas of improvement and develop plans to address them.
- Developing and implementing client success strategies and programmes that drive client retention, growth and satisfaction.
- Understand client journey and client retention.
- Know how to have great conversations and be able to identify areas where you can develop the function to support our clients, ensuring that the teams are equipped with the tools, resources and training necessary.
- Ability to see the bigger picture, the end goal and work out the steps in between to get there - fast.
- Build positive relationships through effective communication with colleagues and senior leaders within other departments and functions.
- Budget management and awareness of key business metrics, develop and assist the finance teams in calculating forecasts and P&L reporting.
- Travel occasionally across the UK, working hybrid from our Wilmslow office min 2/3 days a week.
- Ensure your own continuous professional development by keeping abreast of current renewals, client success, sales and development techniques and trends.
- Be a true team player on the good and bad days and always have the business objectives in mind.

**Who is Citation and the Genesis Division?**

We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy clients. (Our 5* Trustpilot and Glassdoor reviews speak for themselves).

We provide HR & H&S consultancy services across the UK, we are that right arm to many SME’s who come to us for advice and support. We set our clients up for the future, making sure they have the correct policies and procedure in place, protecting them all the way.

The Citation Group is made up of many


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