Head of Customer Success

6 months ago

London, United Kingdom Bloom App Ltd Full time

**Overview**

Bloom is a next-generation Career coaching app, our mission is to provide coaching at scale. We believe career coaching should be available to everyone, not just managers, leaders or executives. Unlike its competitors, Bloom is inclusive for all colleagues. Its platform and proprietary technology provides a total coaching solution for employees.

**About the Role**

Bloom is a dynamic and innovative tech company dedicated to delivering cutting-edge solutions that empower businesses to thrive in today's rapidly evolving landscape. With a commitment to excellence and a customer-centric approach, we are poised for significant growth and seek a talented Head of Customer Success to join our high-performing team.

You will be responsible for growing and developing our CS function by providing expert level CS knowledge and coaching, while also pushing for process improvement, aligning the GTM and customer journey (Sales, Marketing & Customer Success orgs) and strategically leading the team to exceed critical business objectives and performance targets.

**Responsibilities**:

- Collaborate in the UK & US with CS & sales leadership surrounding GTM strategy to optimize customer ROI.
- Partner with all members of the leadership team, including cross-functional groups (Sales,, Marketing, Product, Legal, Engineering), to ensure all phases of customer life-cycle are aligned with complementary actions and accountability.
- Hire, integrate, enable, develop, and retain CSMs and CS leadership talent while supporting their success and fostering a results-driven culture of collaboration, accountability, and transparency.
- Accurately forecast and track leading indicators to ensure consistent and predictable monthly/quarterly results that align with the company objectives and revenue goals.
- Analyze data and dynamics to maximize existing successes and develop new growth opportunities for further scale.
- Accountable for key metrics and results, including new initiatives and all areas that require joint alignment surrounding the customer journey
- Effectively develop, design, build, and execute all aspects of the CS business plan (with global consideration/collaboration) to predictably and consistently generate short-term results while holding a long-term perspective.
- Maintain market intelligence and develop strategies to maintain Bloom’s leadership position

**You Will Have**:

- 2+ years of managing multiple teams
- B2B SaaS experience
- Strategically working with MM or Enterprise level accounts
- Experience owning retention metrics
- Crafting tailored customer journeys
- Superb written and verbal communication skills
- Positive attitude, empathetic, and high energy
- Ability to take initiative and adapt
- Prior experience in strategy consulting - advantage
- Strong customer-facing and presentation skills with the ability to establish credibility with internal and external stakeholders

**More about Bloom**

Bloom is positioned to become a power brand in Future Of Work; On a mission to deliver ‘CAS’ Coaching At Scale. Our founders Alistair and Jamie have spent more than a decade building successful technology businesses together. Between them, they have created and sold companies to some of the world’s most successful enterprises and in the process have generated more than $1Bn in shareholder return.

**Working at Bloom**- The opportunity to work on a mission-led, purpose driven product with a team determined to make a positive difference;
- Huge potential for career growth as our small company grows;
- A competitive salary
- Competitive benefits package including enhanced parental leave, sabbatical and comprehensive health insurance
- 20 Days vacation (including bank & public holidays);

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