Head of Customer Success

1 week ago

wiltshire, United Kingdom IMSM Full time

HEAD OF CUSTOMER SUCCESS (Virtual/Hybrid) - Consultancy-Led SaaS


We are a rapidly growing B2B company (recently acquired by Private Equity group Inflexion) in the consultancy led SaaS space. We are searching for a highly motivated and results-oriented Customer Success Manager (CSM) to drive long term growth.


In this virtual/ hybrid role, you will work alongside our operations teams - leading activity to maximise retention, increase customer loyalty and maintain high levels of customer satisfaction. You will be key in our journey to providing world class service to our clients.


Responsibilities:

  • Solve quality issues and build systems to ensure they don’t happen as part of an always improving mindset
  • Partner with new customers during onboarding, to ensure a smooth transition and successful implementation of our SaaS solution
  • Act as a trusted advisor, proactively identifying customer needs, challenges, and opportunities for growth
  • Develop and deliver training programs, empowering customers to get the most out of our platform
  • Regularly monitor customer health, identify potential churn risks and implement proactive retention strategies
  • Collaborate with the consultancy team to ensure seamless integration of our services and maximise customer value
  • Gather customer feedback and maximise usage data to identify areas for product improvement and upsell opportunities
  • Track and report on key customer success metrics, including retention rate, customer lifetime value (CLTV) etc.


Qualifications:

  • Minimum 3 years of experience in a Customer Success role in a B2B SaaS environment
  • Proven track record of exceeding customer retention and satisfaction targets
  • Strong understanding of the customer lifecycle
  • Excellent communication, interpersonal, and presentation skills, with a focus on effective virtual communication
  • Experience with SaaS onboarding and virtual training methodologies
  • Strong analytical and problem-solving skills


Benefits:

  • Competitive salary and benefits package
  • Opportunity to work in a fast-paced and dynamic environment with a flexible work arrangement. The office is based in Malmesbury with two days a week in the office. We will consider a virtual role with 2 days a month in the office for the right candidate. Occasional travel required
  • Be part of a team dedicated to customer success and innovation
  • Make a real impact on the growth of our company


About us:

IMSM are leading ISO specialists. We deliver high-quality ISO consultancy and certification services to organisations of all sizes, from all sectors, all over the world. By implementing international recognised standards, we help these businesses ensure the quality, safety and efficiency of their products, services, and systems. As an organisation, we work towards a common goal: consistently delivering world-class consultation to our clients.

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