Global Leader in Customer Retention

6 days ago

London, Greater London, United Kingdom BlueOptima Full time
About BlueOptima

BlueOptima is a forward-thinking company built on transparency, collaboration, and accountability. Our mission is to provide organizations with an objective, data-driven insight into developer efficiency, reflecting our own internal processes.

We are a dynamic team of tenacious, ambitious, and driven individuals who strive to constantly improve and work together to achieve our ambitious goals. Our company values and genuine family-feel working relationships lead to a collaborative culture of learning, autonomy, and high performance.

If you're passionate about delivering exceptional customer experiences, we want to hear from you

Job Overview

We're seeking a skilled Global Head of Customer Success to join our executive leadership team. As the key stakeholder, you'll develop and execute a customer success strategy that puts our customers first and ensures they achieve their desired outcomes with our products and services.

You will be responsible for leading and growing the customer success team, working closely with our sales, marketing, and product teams to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams aligned with our customers' needs.

Main Responsibilities:
  • Owning and scaling up the Customer Success team to drive successful customer stories that can be quantified.
  • Establishing a culture of mutual accountability between the Customer Success team and customers, advocating for their needs and rallying resources when needed.
  • Managing a high-performing customer success team of 7, passionate about delivering exceptional customer experiences.
  • Increasing product adoption, user retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
  • Developing and implementing processes to measure and improve customer satisfaction and retention, using customer feedback to drive continuous improvement across the organisation.
  • Collaborating with sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams aligned with our customers' needs and goals.
About You

To succeed at BlueOptima, you'll need:

  • At least 7 years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences.
  • A deep understanding of SaaS business models and customer success best practices, as well as a passion for staying up-to-date with industry trends.
  • Domain knowledge of engineering departments and current trends (e.g. SDLC, CI/CD, Agile, DORA, Quality Metrics).
  • Experience working with enterprise-level customers and building strong relationships with key stakeholders.
  • Excellent communication and interpersonal skills, with a customer-first mindset.
  • Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health.
What We Offer

We provide:

  • A global team with a creative, innovative, and welcoming mindset.
  • Rapid career growth and opportunities to contribute to the company's success.
  • Freedom to create your own success story in a high-performance environment.
  • Training programs and Personal Development Plans for each employee.
  • Competitive salary: £102,000 - £113,500 + OTE/Bonus: £15,000 - £25,000.
  • A comprehensive benefits package, including 32 days of holidays, flexible work arrangements, and more.

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