Customer Success Team Lead

2 months ago

Horsham, United Kingdom lisa@breathehr.com Full time

Job Advert

**Customer Success Team Lead**

We’re a rapidly growing company with a great team and an incredible product. We're committed to being a great place to work; with a culture where people thrive, add value to the business and achieve their ambitions.

We are looking for a
**Customer Success Team Lead **to
** **join our growing Customer Success Team.

**Why is this role important?**

As a crucial part of Breathes business goals and growth, you will work closely with the Head of Customer Success to create and implement a strategy ensuring the team proactively impact the success of Breathe customers; designing and implementing a scalable onboarding process, increasing product adoption and customer retention.

**How a day might look like for you**:

- Develop and implement a customer success strategy and play book aligned with the company's annual goals and quarterly objectives
- Ownership of customer success metrics, such as LTV, net revenue retention, and churn rate, to measure the effectiveness of the team's efforts
- Utilise data and analytics to identify trends, patterns, and opportunities for improving customer success initiatives
- Collaborate closely with cross-functional teams, including Sales, Product, and Marketing, to ensure a seamless customer experience and drive positive outcomes
- Lead a team of Customer Success Managers, providing guidance, mentorship, and support to ensure the team's success in achieving customer-centric objectives
- Take ownership of customer success software tools from research and implementation through to ongoing use and best practice
- Accountability for key accounts ensuring regular account reviews to increase retention and expansion revenue
- Conduct regular analysis of customer data to identify trends, patterns, and opportunities for improvement, and use these insights to develop and implement strategies to enhance customer success and maximise revenue.
- Develop and maintain accurate customer success forecasts, considering factors such as expansion opportunities, renewals, and potential churn risks
- Identify cross-sell opportunities within existing customer accounts, collaborating with the Sales team to drive revenue growth

**What we value for this role**:

- Strong leadership and team management experience, with a focus on fostering a high-performance culture
- Understanding of the market, industry trends, and competitive landscape
- Recognises the importance of delivering value to customers while driving business growth
- Strong analytical skills with the ability to form insight-driven decisions
- Strong understanding of customer success principles, methodologies, and best practices
- Exceptional communication and interpersonal skills, with the ability to effectively communicate with both internal and external stakeholders
- Knowledge of Customer Success CRMs, and the ability to pick up new technologies quickly

**Some of our ‘Breathe People Benefits’**:
***
- £40,000
- 25 days holiday (rising to 26 after 3 years’ service) + Birthday off
- Hybrid / Flexible working (50:50)
- Private medical including dental, optical and mental health cover
- Life insurance 2 x salary
- Matched pension scheme (5%)
- Wellbeing programme
- Monthly learn days

+ loads more

***

**Now for a bit about us**:
Breathe is a fast-growing HR software company based in Horsham, West Sussex. First launched in 2012, we now help over 13,000 small to medium sized businesses around the UK and beyond manage their people. Our mission is to drive out HR admin and give people time back in their working day, so they can focus on employee engagement and building on their company culture to achieve business growth. Our cloud-based software helps our customers save valuable time by automating processes such as holiday booking, performance management and storing employee information. We are Breathe - effortless people admin.

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