Head of Customer Success

2 weeks ago

Gateshead, United Kingdom Wordnerds Full time

9 May 2023

**Head of Customer Success**:

- Job Description_

**Introduction to the Role**

This document outlines all of the responsibilities, duties, skills and qualifications we think are important to successfully carry out the role. There is, however, an important caveat: we’re a start-up. What we’re doing is new, exciting and there is no instruction manual.

All Customer Success roles are challenging, SaaS platforms more than most. You will be working with bleeding-edge Artificial Intelligence technology, with all the heightened expectations, unrealistic goals and misinformation that brings with it.

Your team has the pivotal job of finding a way to manage that expectation and keeping demanding, large organisations making progress, getting value and happy; organisations like Sainsbury’s, who chose

Wordnerds after working with multiple text analytics tools (watch the 3-minute video).

Internally, your team’s role in managing our key touchpoint between company and customers means that you are often at the vanguard of our learning. You see what our customers need and makes them happy before anyone else in the business, you know what works for them and what doesn’t. Feeding back—both ways—tactfully and constructively, and building relationships to effect and manage positive change is vital to the progress of Wordnerds.

As a result, all Wordnerds employees need curiosity, a growth mindset and the ability to embrace—not just tolerate—the excitement of change. For more information about

Wordnerds and the context of the appointment, please see our Job Advert.

**Responsibilities**

You will own all aspects of the Customer Success process, including:

- Recruitment of new CS staff
- Team management
- New customer onboarding
- Strategic management of customers through your CSM team—systems and processes, support, service delivery, objective-setting and progress monitoring, customer feedback etc.
- Oversight of managed services—quality checking of platform set-up, execution and reports generated
- Customer advocacy—nurturing happy clients and generating testimonials, case studies, video recommendations, etc.

As a member of the inter-departmental leadership group you will also:

- Be the voice of the customer in the Wordnerds office
- Feed into Product Design, Sales & Marketing and Account Management
- Help plan and deliver our quarterly strategy days aimed at aligning the whole team around our shared objectives and metrics
- Help manage, measure and execute the projects arising from our strategy days
- Share responsibility for creating and growing a harmonious, positive and productive working environment where colleagues can communicate honestly and directly to accelerate learning and make rapid progress in a challenging, new sector

**Qualifications**
- 2-3 years’ experience in a customer-facing leadership or management role

or
- Proven track record in a senior B2B/SaaS Customer Success role and a strong desire to move into management

**Skills & Behaviours**

**Empathy, Communication and Interpersonal Skills**

The ability to understand the customer's perspective and be able to effectively communicate with customers—both verbally and in writing—is essential for managing a customer success team. This includes the ability to listen actively, ask clarifying questions, and provide clear and helpful responses.

**Effecting Data-Driven Change**

Armed with your bank of customer research and understanding, a successful Head of CS must be able to faithfully represent the voice of the customer within the Wordnerds office and build consensus to change product development, sales and retention strategies.

**Problem-Solving and Analytical Skills**

The ability to identify and solve customer problems is critical in this position. This includes both problems with the account itself as well as the ability to analyse customer data, identify trends, and make recommendations for improvement.

**Leadership and Team Management**

As Head of Customer Success you must excel at leading and managing a team of Customer

Success Managers. This includes the ability to set goals, delegate tasks, and provide guidance and support to team members. It also requires honest, direct and kind performance management.

**Ability to Assimilate and Explain Technical Knowledge**

You will need to quickly develop a deep understanding of Wordnerds’ SaaS product, the industry in which we operate and the technical skills necessary to troubleshoot and resolve customer issues.

We appreciate there is a learning curve for all new team members and don’t expect you or your team to know the technical answers to every question. Our expectation is that you can field customer questions efficiently, identify a technical colleague better placed to answer the question and then feed that back to the customer in a way they can understand (capturing that learning for other customers with the same issue).

**Adaptability, Resilienc

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