Leading Client Success Director

2 weeks ago

London, Greater London, United Kingdom Rewardgateway Full time

Job Summary

We are seeking an experienced Client Success Director to lead our team in driving product adoption, value, and advocacy across our customer base. As a key member of our Commercial leadership team, you will be responsible for setting the overall strategy and plan for our customers, focusing on maximum adoption, articulating maximum value, and driving our customers to true advocacy and growth.

About Us

Reward Gateway is a leading provider of employee services, including digital employee benefits, employee savings, recognition, and rewards programs. We pride ourselves on our commitment to making the world a better place to work.

The Role

This is a unique opportunity to join a highly talented team that lives up to our shared values, bringing to life "Entrepreneurial Spirit", pushing boundaries, showing respect, speaking up, being human, and imagination. You will be contributing to improving employee engagement and building better, stronger, and more resilient organizations.

Responsibilities

  • Lead and optimize the client success department to drive product adoption, value, and advocacy from our customer base.
  • Have a focus on driving consumption, adoption, and value analysis of Reward Gateway's products through clear expectation setting with your team and driving proactive and reactive tracking of data points.
  • Be highly commercial in outlook, understanding cost of sales, cost of delivery, margin contribution, renewal, and risk management through P&L responsibility.
  • Work closely with Account Management Leadership on sales and renewals pricing strategies, upsell/cross-sell plays, and business value analysis/realization.
  • Contribute to Reward Gateway's "Delight our Customer" value by creating and developing new and innovative frameworks, processes, and content for CSMs to deliver in the field reinforcing the value and importance of our values.
  • Act as a pivotal member of the EMEA Commercial leadership team participating in regional strategy development, cross-functional collaboration, driving risk from our customer base, and uncovering expansion opportunities.
  • Be a figurehead for Reward Gateway externally and be comfortable presenting at our events or 3rd party forums (e.g User Groups, Client Advisory Boards or Employee Engagement conferences).

Requirements

  • Demonstrated experience in Employee Benefits leadership. Consulting or Commercial background.
  • Proven track record of setting and delivering exceptionally high standards for delivery in the Customer Success team, with a relentless focus on raising the quality of Success Plans, all customer deliverables, insightful customer interactions, and return on investment.
  • Demonstrable success in partnering with sales through building and maintaining strong business partnerships with the Commercial leadership and extended leadership teams, proactively contributing to your region's overall strategy and success.
  • Proven experience of driving value and return on investment in your team's customer delivery, ensuring all CSM-led accounts conduct an appropriate level of value realization analysis.
  • Proven success in driving programs of change. Analyze the changes needed in the team and create, lead, and successfully conclude the program of change (eg raising delivery and team standards, developing new models, creating and implementing innovative approaches).
  • Proven experience in effectively managing a distributed team across multiple regions and countries.
  • Proven experience in nurturing, caring, and growing all customers in region, including self-service provisions.
  • Proven experience in building world-class, end-to-end customer journeys (from initial deployment to continuous renewals) through working with Professional Services, Technical Account Management, Support, and Renewals leaders.
  • Relentless focus on excellence, growth, innovation, and high delivery and operational excellence.
  • Well-established track record of producing high-quality customer and leadership results while establishing/maintaining customer relationships at all levels.

Benefits

  • A competitive salary of £110,000 - £125,000 per year.
  • An impressive package of over 50 benefits, including flexible holiday plans, wellbeing allowance, bonus payments, and employee discounts.
  • Opportunities for career growth and professional development in a dynamic and innovative organization.

What's In It For You?

At Reward Gateway, we believe that diversity drives innovation and we want all of our employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds, and experiences, and we are committed to ensuring an inclusive and accessible recruitment process for all candidates.

How To Apply

If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let us know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Contact Information

Please note that we do not accept applications via email or phone. All applications should be submitted through our website.

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