Head of Customer Success

6 days ago

London, United Kingdom Intelligent People Ltd Full time

Working for a leading, innovative SAAS data company that has a broad range of small and enterprise customers, is scaling rapidly and dominate their global niche market, the Head of Customer Success B2B SAAS / Senior Customer Success Manager / CustomerSuccess Lead with drive the ambitious growth plans of the business by driving the adoption of a customer-focused approach across all business functions.
This will be a stand-alone role initially, building a small team over time, so we need someone who can think strategically but who is also very comfortable being hands on with processes and customers.
They have flexible workplace access in central London, but at present the role can be fully remote. However it's expected that within 12 months you will hybrid work with 2DPW in central London.
The Head of Customer Success B2B SAAS / Senior Customer Success Manager / Customer Success Lead will:

- Be the company's Customer Success evangelist.
- Ensure a customer-centric focus across all business functions.
- Deliver and communicate ROI throughout the customer lifecycle.
- Ensure the company delivers exceptional account management and customer experience.
- Automate processes to ensure effectiveness and efficiency.
- Deliver an outstanding onboarding experience to create immediate customer stickiness.
- Ensure effective and relevant customer communication via account-based marketing.
- Grow revenues via upsell and cross-sell opportunities.
- Deliver consistently low churn metrics and drive contract renewals.
- Work closely with sales, product, finance, marketing, and services teams.
- Help develop relevant marketing and support collateral
- Experience as a Senior Customer Success Manager/Leader, with a small or scaling SAAS software vendor.
- Comfortable being hands on, with either people management experience or desire to manage a small team over time.
- Have B2B SaaS experience and have a passion for a fast-growing technology company.
- Any experience of data, insight or business information related software is an advantage, but is not essential.
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Strong leadership, sales, and marketing skills.
- Impressive executive presence and communication abilities.
- Ability to create structure in ambiguous situations and design effective processes.
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing,
- Services).
This is an incredible opportunity for a talented Customer Success leader to help take a scaling software business' Customer Success capability to the next level as they continue scaling globally.
Intelligent People is a specialist Head of Customer Success recruitment agency.

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