Global Customer Success Leader

3 days ago

London, Greater London, United Kingdom BlueOptima group Full time
Role Overview

We are seeking a highly skilled Global Head of Customer Success to join our executive leadership team at BlueOptima group. The ideal candidate will have extensive experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences.

The successful applicant will be responsible for developing and executing a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes with our products and services. This includes leading and growing the customer success team, working closely with sales, marketing, and product teams to identify opportunities to improve customer satisfaction and retention, and identifying new revenue streams aligned with our customers' needs.

About the Job
  • Report directly to the CEO and be part of our executive leadership team
  • Develop and execute a customer success strategy that prioritizes customer outcomes
  • Lead and grow the customer success team, aligning with related departments to drive successful customer stories
  • Establish and maintain a culture of mutual accountability between the customer success team and customers
Responsibilities and Tasks
  1. Owning and scaling up the customer success team and alignment with related departments to drive successful customer stories
  2. Accountability - establishing and maintaining a culture of mutual accountability between the customer success team and customers
  3. Managing a high-performing customer success team of 7 passionate about delivering exceptional customer experiences
  4. Increasing product adoption, user retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
  5. Developing and implementing processes to measure and improve customer satisfaction and retention, using customer feedback to drive continuous improvement across the organisation
  6. Working closely with sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams aligned with our customers' needs and goals to increase ROI
  7. Improving existing customer success metrics and reporting to provide visibility into the health of our customer base and help us identify opportunities to improve our customer experience
  8. Collaborating with other teams to ensure seamless customer onboarding and ongoing support, driving customer success across the entire customer journey
What You Need to Succeed
  • 7+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences
  • Deep understanding of SaaS business models and customer success best practices, with a passion for staying up-to-date with the latest trends in the industry
  • Deeper domain knowledge of engineering departments and current trends (e.g. SDLC, CI/CD, Agile, DORA, Quality Metrics, and similar)
  • Experience working with enterprise-level customers, with a proven ability to build and maintain strong relationships with key stakeholders
  • Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies
  • Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement
Benefits and Rewards
  • A competitive salary range: £90,000 - £120,000 per year, depending on experience
  • Opportunities for career growth and professional development
  • A dynamic and supportive work environment
  • Flexible work arrangements, including remote work options
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off
  • Access to cutting-edge technology and tools
  • Pet-friendly office
  • Sponsored learning opportunities
  • Team socials and company events

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