Head of Customer Success

5 months ago

London, United Kingdom Minut Full time

**The role**:
We are looking for a Head of Customer Success to join us in our new London office in the heart of Bloomsbury, WC1. In this role, you will play a vital part in leading and building out a team of CSMs, establishing strong relationships with our clients, understanding their needs, and working closely with internal teams to exceed their expectations.

**What you'll do**:

- ** Drive Customer Success Outcomes**: Expand the use of Minut in our CS base; Increase renewal rates and reduce churn; Influence future lifetime value through higher product adoption, expansion plans, and new module add-ons; Drive new business and revenue growth through greater advocacy and reference ability.
- ** Define and Optimize the Customer Lifecycle**: Map customer journey; Develop listening points in the journey (e.g., usage, engagement, etc.); Standardize engagement model for each point in a journey; Define segmentation of customer base and identify opportunities for continuous improvement.
- ** Conduct regular business reviews** with key accounts to ensure their goals are met and potential issues and opportunities are addressed in a timely manner.
- ** Measure Customer Success and create management dashboards**: Define key metrics for the team - customer health, revenue growth, adoption & engagement, %churn, and engagement.
- ** Enhance Effectiveness and Efficiency Through Technology**: Implement and enhance new tools that can develop and scale robust programs focusing on critical areas of customer growth, such as KPI benchmarking, customer training, and education.
- I**nspire Customer Success Across Minut**: Create a company-wide culture of Customer Success; Align with Marketing around marketing to existing clients; Align with Product and influence product roadmap; Align with Sales to facilitate selling with a retention focus; Align with Finance around measurement and forecasting.
- ** Grow a World-class Customer Success Team**: Attract high-potential individual contributors into the team; Create onboarding and training processes for new team members.

**What you bring**:

- Extensive Customer Success leadership experience, including a successful, high-growth, customer-facing organization within an enterprise software company.
- Experience leading a SaaS Customer Success organization with a deep understanding of value drivers in recurring revenue business models.
- Experience working very closely with Sales, Product, and Customer Support teams.
- A record of success leading Account Management efforts at scale.
- Demonstrated scaling of teams in a fast-growing international environment.
- Enthusiastic and creative leadership skills to attract talent, build teams, and inspire as well as teach others.
- Strong empathy for customers and a passion for revenue and growth.

**Nice to have**:

- French and/or Spanish language skills.

**Benefits**:

- Co-ownership - you’ll receive an equity stock options package. If the company value increases, so does the value of your stake.
- Learning - Be part of an environment highly focused on knowledge and developing new skills.
- 25 working days off on top of bank holidays.
- Wellness grant - You may use up to £35/month towards any wellness-related activities, such as gym membership or sports activities.
- A hybrid working policy (at least 2 days per week from our London office).
- UK workplace pension scheme.
- Bike-to-work, electric car, and workplace nursery schemes.
- Off-site - Company-wide retreat in beautiful locations.

**About us**:
Minut makes a sensor and platform for Airbnb hosts and property managers of all sizes to monitor and automate their short-term rental business.

Airbnb has enabled millions of travellers to experience the world like locals. Unfortunately, they don’t always behave like locals. Parties, noise, and crowding cause conflicts in communities, damage to properties, and fines or even lost rental permits for hosts. Minut detects and solves 94% of these issues while respecting the privacy of guests. We’re the clear market leader and the only noise-monitoring solution recommended by Airbnb.

Hosts get peace of mind, neighbours quiet, and guests can enjoy their stay in privacy.

**A fair chance

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