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Head of Customer Success and Growth

2 months ago

London, Greater London, United Kingdom TransferRoom Full time

About the Role:

We are seeking a seasoned Head of Customer Success and Growth to lead our teams in Eastern Europe and APAC, located in London. As a key member of our leadership team, you will be responsible for driving overall vision and strategy for post-sales experience, from adoption to renewal, of TransferRoom's B2B customer base in close partnership with our Sales and Marketing teams.

Key Responsibilities:

  • Drive overall vision and strategy for post-sales experience, from adoption to renewal, of TransferRoom's B2B customer base in close partnership with our Sales and Marketing teams.
  • Be an inspirational manager, hiring and developing world-class talent, fostering a customer-first mindset and inclusive culture that inspires people to do their best work.
  • Generate revenue by delivering world-class customer success to all customers, ensuring they see value from our product and renew their contract, and upgrading customers to new packages.
  • Innovate on modern solutions, using data to guide customer engagement and serve customers at scale across their lifecycle.
  • Collaborate with internal teams, including Marketing, Finance, Analytics, Tech, RevOps, and Product, to develop a coordinated strategy to accomplish Customer Success priorities.
  • Build and nurture executive relationships with customers and prospects to deepen TransferRoom's partnerships with our strategic customers.
  • Establish and maintain a culture of mutual accountability between the Customer Success team and customers.

Requirements:

  • Previous experience as Head of Customer Success in a fast-growing B2B SaaS business with proven performance and specific revenue goal achievement.
  • Commercially orientated with experience in a commercial role with revenue accountability.
  • Experienced in defining customer onboarding processes and defining and implementing renewal processes.
  • Track record in delivering customer and business outcomes in an innovative way.
  • Managed global teams and a diverse customer base, specifically large numbers of customers with high deal velocity and shorter sales cycles (across markets and cultures).
  • Customer-centric at core, championing customers and passionate about understanding their organizations, business priorities, and sources of value.
  • Data-driven, setting the right performance indicators for the organization.
  • Operational rigor and systems thinking across the customer lifecycle.
  • Powerhouse leader, effortlessly drawing in, inspiring, nurturing, and holding onto top talent.
  • Mastery of navigating tricky organizational mazes (both inside and out).
  • Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
  • Passionate about football and understanding intimately the buyer personas and structures of our key customers (football clubs and agents).
  • Ability to work well under pressure, get in the details as well as see the bigger picture, and work effectively in ambiguity in an ever-changing fast-paced environment.
  • Second European language preferred.