Head of Customer Success

4 months ago

London, United Kingdom TransferRoom Full time

**Head of Customer Success**

TransferRoom is a hyper-growth B2B SaaS business on a mission to change the football transfer market for the better. We do this by empowering football clubs, agents and players to be successful in the transfer market by giving them real-time market intelligence and direct access to a global network of decision-makers.

Since our launch in 2017, clubs have used TransferRoom to facilitate over 4,000 transfers, and we are proud that today over 700 clubs from 60+ countries and 100+ leagues are currently using the platform.

**Brief intro to the role**

Here at TransferRoom, we are hiring a Head of Customer Success to lead our global Customer Success team. You will have a strong commercial mindset, having had accountability and responsibility for revenue through driving retention of existing customers through upsells and renewals. You will be responsible for defining and managing how we deliver customer success to our global customer base. We are looking for a seasoned leader who has experience putting in place Customer Success processes, structure, and strategy.

**Key Responsibilities**
- ** Drive overall vision** - post-sales experience (from adoption to renewal) of TransferRoom’s B2B customer base in close partnership with our Sales and Marketing teams
- ** Be an inspirational leader -** hire and develop world-class talent, fostering a customer-first mindset and inclusive culture that inspires people to do their best work
- ** Generate revenue**: Deliver world class customer success to all customers to ensure they see value from our product and renew their contract
- ** Innovate on modern solutions**:

- use data to guide customer engagement and serve customers at scale across their lifecycle
- ** Collaborate with internal teams**:

- with Marketing, Finance, Analytics, Tech, RevOps., and Product to develop a coordinated strategy to accomplish Customer Success priorities. Advocate for our customers’ needs and rally resources to support them when needed.
- ** Build and nurture executive relationships** - with customers and prospects to deepen TransferRoom’s partnerships with our strategic customers. Develop executive and operational relationships across accounts to solidify our partnership and commitment to the customer
- ** Cross-team collaboration** - work closely with the Sales to develop and execute growth plans and strategies that drive customer success - increasing net £ retention
- ** Accountability**:

- establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed
- ** Customer obsessed**:

- develop executive and operational relationships across accounts to solidify our partnership and commitment to the customer, customer-first mentality

**What the role involves**
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
- Driving retention across our customer base and handling challenging customers and navigating challenging renewal conversations in person / virtually
- Identify and drive upgrades with the Customer Success team and in collaboration with the Sales team
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team
- Creating an optimized & data-led customer journey model and ensure all internal stakeholders are aligned and using it
- Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. Determine how the CS team will track these metrics and who has the overview for each account
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
- Collaborating with Sales and Marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Drafting, approving, and implementing compensation plans for the entire CS team to encourage productivity and performance, and rewarding customer-goal and business-goal achievement
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships
- Present strategy, key insights, financial/non-financial achievements, quarterly progress updates,etc to partners in a compelling manner

**Who you are**:

- Previous experience as Head of Customer Success in a fast growing B2B SaaS business with proven performance and specific revenue goal achievement. Minimum 6+ years of management experience for this role.
- Commercially orientated with experience in a commercial role with revenue accountability
- Experienced in defining customer onboarding process and defining and

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