Head Of Customer Success

5 days ago

Gerrards Cross, United Kingdom Causeway Full time

Head of Customer Success Do you want to help shape software that affects thousands of lives?
Who are we?
We are ranked as the UK's #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.
If you are looking to build an exceptional career with an award-winning company you've come to the right place.
Our teams are based in the UK, Europe, and India, working on products that are used on a global scale.
We have a clear and defined road map to deliver over the next 3 years, which is centered around a large-scale digital transformation as well as continuing our growth and expansion.
We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work.
We are committed to building a team with a variety of backgrounds, skills and views.
Creating a culture of Equality isn't just the right thing to do, it improves every aspect of our business.
The Role We're seeking a transformational Head of Customer Success to transform our customer experience and service delivery model.
Reporting to the COO, you'll lead the strategic evolution of our Customer Success organisation while driving measurable improvements in customer satisfaction, retention, and growth.
Your primary objective will be to ensure our customers receive a world-class service from the moment they subscribe to our platform.
You will oversee Customer Success, managing a team of Customer Success Managers and two CS Leads.
Strategic Scope: Transform, manage and scale our Customer Success function across multiple business units and product.
Develop a team of 20+ Customer Success Managers across diverse customer segments.
Drive the integration of all post-sale customer touch points.
Own the end-to-end customer journey and experience strategy.
Key Responsibilities Design and execute comprehensive Customer Success strategy aligned with business objectives.
Develop and implement standardized, scalable processes and playbooks.
Create and manage customer segmentation and coverage models.
Drive digital transformation of customer engagement and service delivery.
Lead cross-functional initiatives to improve customer experience.
Establish success metrics and KPIs across all customer segments.
Operational Excellence: Own key metrics including Net Revenue Retention, Customer Health, Churn Rate.
Implement data-driven customer health monitoring and early warning systems.
Design and optimize customer onboarding and adoption frameworks.
Develop value realization methodologies and success metrics.
Create scalable models for both high-touch and tech-touch segments.
Establish robust reporting and analytics capabilities.
Team Leadership & Development: Build and develop high-performing customer success teams.
Create career development paths and succession plans.
Implement training and enablement programs.
Drive cultural transformation and change management.
Foster cross-functional collaboration and alignment.
Revenue Growth: Drive customer retention and expansion strategies.
Identify and capture expansion opportunities.
Develop proactive risk mitigation strategies.
Create and manage customer success budget.
Contribute to overall business strategy and growth.
Innovation & Technology: Lead CS platform selection and implementation.
Drive automation and efficiency improvements.
Establish data-driven decision-making processes.
Implement best-in-class tools and technologies.
Skills & Experience 10+ years in Customer Success leadership, with significant experience in B2B software.
Proven track record of transformational leadership and change management.
Experience scaling teams and operations in high-growth environments.
Strong track record of cross-functional leadership and influence.
Understanding of construction industry dynamics or similar complex B2B environments.
Track record of managing diverse product portfolios (10+ products).
Experience transitioning traditional software customers to SaaS models.
What you get from us: If you're looking to build an exceptional career with an award-winning company you've come to the right place.
We believe everyone at Causeway has a vital role to play in our success.
Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.
Our team is everything, so we'll take good care of you.
In fact, we give well-being the same priority as our other business goals.
We're strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.
Benefits As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway.
We strive, year on year, to achieve recognition as an award-winning workplace that our employees love.
We've selected just a few of the many benefits available below to show you how we take care of our Causeway stars.
25 days annual leave + public holidays, increasing with length of service.
4% matched pension.
Income protection and life assurance.
Access to our award-winning benefits platform.
We take mental health seriously and have a dedicated EAP available 24/7.
£100 allowance towards a fitness club.
Dell discounts.
Private Medical Insurance.
Paid study leave + volunteering days.
Car Scheme.
Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency.
Causeway is a carbon neutral company and we offset our calculated carbon footprint.
However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.
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