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Director of Customer Success and Growth
2 months ago
We are seeking a seasoned Customer Success Strategist to lead our UK and Ireland region. As a key member of our Go-To-Market team, you will be responsible for driving customer value and revenue growth.
The ideal candidate will have a proven track record in SaaS Customer Success, with experience in managing and leading high-performing teams. You will be responsible for developing and executing a customer success approach that aligns with our business goals, focusing on customer retention, expansion, and advocacy.
Key responsibilities will include:
- Team Leadership: Manage and lead the UK&I Customer Success function, providing guidance, support, and mentorship to ensure the team's success in achieving their goals.
- Customer Success Strategy: Develop and execute a customer success approach that aligns with our business goals, concentrating on customer retention, expansion, and advocacy.
- Performance Monitoring: Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention.
- Collaboration: Engage in close collaboration with senior-level executives, global CS leadership, and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation.
- Team Enablement: Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations.
- Data-Driven Insights: Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics.
We are seeking a seasoned professional with:
- Proven Senior Leadership Experience: Proven senior leadership experience in customer success as a CS leader of leaders.
- Team Building and Scaling: Demonstrated ability to build and scale high-performing CS teams, ideally from a PLG SaaS company.
- Enterprise Expertise: Having deep expertise in working across different customer segments, in particular Enterprise level accounts.
- Data-Driven Decision Making: You use data, empathy, and good judgement to guide your approach to solving problems.
- Strategic Thinking: Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies.
- Communication and Negotiation: Exceptional communication, negotiation, and presentation skills.
- Results-Oriented: Results-oriented mindset with a focus on driving customer value and revenue growth.
- Contract Negotiation and Forecasting: Contract negotiation and revenue forecasting experience.
- SaaS Business Models: Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies.
- CS and Sales Processes: Experienced in CS and sales processes, methodologies, and frameworks.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
We offer a competitive salary and equity with high growth potential, as well as a range of benefits including:
- Wellbeing Initiatives: Prioritised wellbeing initiatives, including subsidised healthcare, EAP services, and generous parental leave policy.
- Professional Development: Access to professional and personal training and development opportunities.
- Community Involvement: Encouragement of involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
- Perks and Benefits: A range of perks, including in-house culinary services, barista coffee machine, craft beer on tap, boutique wines, and a range of non-alcoholic beverages.
- Team Events: Quarterly and team events, including the annual Shiplt global offsite.
- Work Environment: Table tennis, board games, books library, and pet-friendly offices.
