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Head of Customer Success

4 months ago

Fulham, United Kingdom Lipton Media Full time

**Head of Customer Success - Events**

**£60,000 - £75,000 Base**

**1 Year Fixed Term Contract**

**Mostly fully remote**

Global media events business seeks a Head of Customer Success to join their rapidly growing team.

We are looking for a Head of Customer Success to lead this strong, commercial team of Customer Success Managers. It is critical you have operated within an events business either currently or previously.

You will be responsible for managing how the team retain and expand customers proactively across their portfolio of industry leading large-scale events.

A core strategic and tactical focus for our client is the growth and retention of their existing customers.

The Customer Success function is responsible for the future success and happiness of their customers; delicately balancing their commercial aspirations alongside our client’s continued need to increase revenue generation.

**Role - Head of Customer Success**
- Set the overall vision and strategic plans for the function, leading a culture of positive customer experience, driving growth by encouraging full facility utilisation, and setting net retention improvements.
- Influence future customer lifetime value, increasing customer engagement, and setting measurements for overall customer satisfaction characterised by an accurate and understanding service.
- Lead a culture of continuous improvement by embedding training and development plans that also inspire independent professional growth within the function.
- Develop a company-wide customer success philosophy integrating processes, content, communication, and data to/from other stakeholders along the customer journey such as Onboarding, Underwriting, Sales, Customer Experience, Credit Control, Risk, and Product.
- Work closely with other departmental heads to align on strategies, growth forecasting, service plans, account opportunities, and creative solutions to risks.
- Ensure customer retention is high and be the primary escalation point for the team when dealing with complaints from customers of high value and varying complexity, delivering a prompt resolution of issues and positive outcomes for both the customer andthe business.

**Profile Required - Head of Customer Success**
- An outstanding track record in the role of Head of Customer Success within an events business
- Proven strong management skills in developing a team of senior and experienced individuals
- Experience working with and supporting customers varying in size and spend
- Experience in delivering customer-focused processes based on customer needs and a proven desire in finding innovative ways to continually improve the service delivered to customers.
- Experience working within an environment of adoption of new process/policies and/or consistent product change.
- Experience working within an events landscape
- Proven strong negotiating skills with the ability to defend pricing for the business whilst balancing service and profitability for the customer.

**Lipton Media is a specialist media recruitment agency based in London. We specialise in all forms of b2b media sales including conferences, exhibitions, awards, summits, publishing, digital, outdoor, TV, radio and business intelligence.**

**Our clients range from small start-up companies to FTSE 100 and 250 businesses. We work with people at every stage of their career from undergraduates looking for their first entry point into sales to senior managers and directors looking for theirnext challenge.