Head of Customer Success

6 months ago

Southampton, United Kingdom AVASK ACCOUNTING & BUSINESS CONSULTANTS Full time

**Role**: Head of Customer Success

**Salary**: Depending on experience

**Location**:Southampton (hybrid)

This role requires strong leadership, a deep understanding of customer relationship management, and the ability to drive operational excellence within the customer success organisation.

**Responsibilities**:

- Develop and execute a comprehensive customer success strategy to drive customer satisfaction, retention, and growth.
- Lead, mentor, and manage the customer success team, providing coaching and guidance to ensure high performance and professional development.
- Establish and maintain strong relationships with key customers, understanding their business needs and challenges to drive successful outcomes.
- Ensure the current software systems are utilised correctly across AVASK.
- Provide technical expertise to the organisation ensuring a deep understanding of our systems and their functionalities.
- Collaborate with the product development team to enhance system features based on customer feedback.
- Collaborate with cross-functional teams, including sales, product development, and marketing, to ensure a seamless customer experience and to advocate for customer needs.
- Drive operational excellence within the customer success organisation, optimising processes and implementing scalable solutions to support our growing customer base.
- Develop and monitor key performance metrics to track customer success outcomes, providing insights and recommendations for continuous improvement.
- Proactively identify and address customer issues, working with internal teams to resolve challenges and improve customer satisfaction.
- Stay current on industry best practices and trends related to customer success, incorporating new approaches to enhance our customer success operations.

**Essential knowledge, skills and experience**:

- Bachelor's degree in business, marketing, or a related field; MBA or other advanced degree preferred.
- Proven experience in a leadership role within customer success or account management, ideally in a SaaS or technology industry.
- Strong understanding of customer success principles and best practices, with a track record of driving positive outcomes for both customers and the business.
- Exceptional leadership and management skills, with the ability to inspire and develop high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Analytical mindset with the ability to leverage data to drive strategic decisions and optimise customer success operations.
- Demonstrated ability to collaborate effectively across departments, enhancing the overall customer experience and influencing product and service enhancements.

**What youll get in return**
- 22 days of annual leave plus Bank Holidays with the option of purchasing up to 5 extra days through salary sacrifice.
- Birthday off after 1 year length of service.Pension scheme with Royal London with employee contributions of minimum 5% and employer contributions of 3%.
- A collaborative culture of continuous learning with Learning and Development opportunities for career progression, alongside support with professional qualifications where applicable.
- Private Healthcare Insurance with Vitality Health care after completing probationary period.
- Cycle2Work scheme available through salary sacrifice.
- DIS (Death in service) available after completing probationary period.
- Creative spacious offices with breakout areas, and subsidised canteen with Chef offering freshly cooked breakfast and lunches.

**About AVASK**:
AVASK Accounting & Business Consultants is a rapidly expanding firm that specialises in international VAT and tax and accounting for e-commerce businesses that are located internationally and in the UK.

AVASK are recommended External Tax Advisors under the Amazon Global Selling Programme and assist hundreds of Amazon FBA sellers, eBay, Shopify and many other platforms. On top of this, it provides its clients with a comprehensive range of expertise - from providing practical guidance on cross-border transactions, making sure that they are fully compliant and assisting on their group structures and tax advisory services.

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