Head of Client Success

2 weeks ago

London, United Kingdom Watch My Competitor Full time

WatchMyCompetitor (WMC) is a rapidly growing market intelligence platform. Our online service helps brands monitor their digital competitive landscape to ensure they stay ahead. WMC is based in London, but has a global customer base of leading brands across most industry sectors.

We’re expanding our Client Success Team and looking for a Head of Client Success to come and join the team. As the Head of Client Success, you will be responsible for building, leading, and motivating a team of client success managers, ensuring that our clients receive the highest level of service and support, whilst also driving revenue and retention targets.

This is a great opportunity to be part of a dynamic, high-growth business, whilst working with some of the world's leading brands.

**The Role**
- Build and lead a high-performing client success team, providing mentorship, coaching, and support to drive the success of our clients and business.
- Develop and implement strategies to ensure the retention and growth of our client base, including identifying and addressing client needs and concerns, and actively engaging with them to drive satisfaction.
- Define and oversee the development of metrics and KPIs for the client success team, monitoring and reporting on team and individual performance, and working with team members to achieve goals.
- Work collaboratively with other teams, including sales, product, and marketing, to ensure a seamless customer experience, and the successful delivery of our products and services.
- Develop and maintain strong relationships with key clients, providing insights and recommendations that help drive the success of their business and ours.

**What we’re looking for**
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Extensive experience (approx 5+ years) in client success, enterprise account management, or customer service, with a proven track record of managing a high-performing team.
- Tech SAAS experience is essential.
- Strong leadership and coaching skills, with the ability to motivate and develop team members to drive success.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues at all levels.
- Analytical and data-driven mindset, with the ability to define and measure KPIs and metrics relevant to a SAAS business.
- Experience with client relationship management software and customer support tools.
- Passionate about delivering exceptional customer service, with a strong focus on client satisfaction and retention.

**What we offer**
- Competitive remuneration package including commission.
- Strong opportunities for career progression and development.
- Great office environment, within walking distance of Borough Market.
- Super friendly team; monthly socials including darts nights, wine evenings, tapas and beer, burger lunches.

**Work remotely**:

- Working from home Monday and Friday - in the office Tuesday, Wednesday and Thursday.

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