Strategic Customer Success Leader

3 weeks ago


Leeds, Leeds, United Kingdom Marmion Full time
Job Description

Marmion is seeking a seasoned professional to lead our customer success team as the Head of Customer Success and Growth. As a key member of our senior management team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success operations, ensuring that all customers receive top-tier, value-based service and support.

Key Responsibilities:

  • Customer Success Strategy: Develop and implement customer success strategies to maximize productivity and achieve business targets.
  • Team Leadership: Lead, manage, and mentor a team of customer success professionals to ensure customer satisfaction, retention, and growth.
  • Process Improvement: Analyze customer feedback and data to identify opportunities for improvements and make recommendations to the Senior Leadership Team.
  • Customer Retention: Develop and implement customer retention strategies to build long-term value-based relationships.
  • Collaboration: Collaborate with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers.

Requirements:

  • Customer Success Experience: Proven experience in customer success within a B2C contact center environment, preferably within the home services sector.
  • Leadership Skills: Exceptional leadership skills with a track record of developing high-performing teams.
  • Communication Skills: Excellent communication and interpersonal skills with an ability to influence and guide a range of internal and external stakeholders.
  • Commercial Awareness: Sound commercial awareness with a proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty.

About Marmion:

Marmion is a dynamic start-up revolutionizing home services through its 24/7 app, designed to cater to all home-related needs. Our vision is to become the go-to home service provider, where every homeowner not only loves our service but also recommends it to friends and family, establishing us as the top choice for home concierge services.



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