Head of Customer Success

Pawprint is an employee-engagement app for climate action. Our main focus is behavioural change in individuals - whether that’s personal actions, actions which impact the community or those which push for change at a systemic level. It’s true that one person turning off the lights isn’t going to solve the problem, but if large groups of people act, spend and speak in a purposeful wayBig change is possible

That being said, we recognise the scale of individual versus business’ carbon footprints, so we are actively seeking out ways to help the latter align with science-based net zero too. Currently, we deliver data back to business customers to help them make informed decisions about the direction of their sustainable travel. We have big plans to do even more in this space.

In terms of what it’s like to work at Pawprint, we’re a certified B Corp, Living Wage Employer, and 1% for the Planet member. We strive to walk the walk and act as a shining example for all stakeholders.

A note on diversity: to beat climate change, diversity of thought and experience is essential. Pawprint is dedicated to hiring great people from a wide variety of backgrounds - if your experience (life or work) has something to add, please let us know in your cover letter

**About “Customer Success” at Pawprint**

Customer Success is a fundamental part of our offering at Pawprint. We are a product-driven business, and are always striving to make Pawprint easier to use, easier to self-serve, and require as little support as possible, but the human element always plays a key role in our customer’s success.

Our data tells us sustainability is a challenging space that requires 1:1 engagement between individuals to really understand how goals will be met, what nuances a business has, and most importantly, a relationship of trust and product expertise that a customer can’t find elsewhere.

We’re confident we’ve developed a repeatable process for working with customers, but we need to continually adapt, respond to data, and keep innovating as the product and problem space evolves. This role looks after this function and team, and has significant ownership of the problem of “how do we run a team that builds lasting and successful relationships with our customers?”

Passion for sustainability will always be useful at Pawprint, but our product is understanding people more than carbon counting - you don’t need to be a carbon accounting expert to be great at Customer Success here.

**Requirements**:

- Owning and delivering the overall vision and strategic plan for how our customer success team helps customers meet successful outcomes from the product
- Managing the customer success team and developing individuals through performance review, coaching and mentoring
- Leading the implementation of our person-to-person customer experience and continually evaluating the customer journey
- Developing and implementing scalable Customer Success processes across all customer needs, utilising automation and self-serving methods where possible, to maximise efficiency and effectiveness
- Ensuring that the Customer Support function supports the objectives of maintaining agreed contracts and SLAs
- Setting a strategy for ongoing user engagement delivering enhanced adoption and satisfaction
- Developing and deploying Customer Success solutions, in partnership with our larger clients, to maximise the benefits and value extraction from using Pawprint
- Using data, metrics and analysis to continually improve our understanding of how different client types are using Pawprint, and develop specific Customer Success strategies to commercialise our learnings
- Maximising customer retention by owning the “health” of customer accounts, ensuring strong adoption, usage, engagement, and satisfaction metrics
- Developing new business growth opportunities through strategic adoption and usage projects
- Collaborating on internal strategies and processes, working closely with Business Engagement, Marketing, Technology and Product colleagues

**Key competencies and personal attributes**:

- Demonstrable experience in building successful customer relationships, including clear evidence in successfully securing renewals
- Experience working in B2B SaaS essential, with consultancy experience a bonus
- Experience managing and developing teams
- Emotional intelligence - you know how to support a team, listen, and help people grow in an environment with plenty of uncertainty but lots of opportunities
- Understanding or willingness to learn about product, continuous discovery and empowered teams as a foundation of working with customers
- Strategic mindset, with strong understanding of maintaining multi-year customer relationships increasing growth through outcomes and revenue
- A business mindset, where you understand how to execute our mission with businesses with Profit and Loss at the front of their minds
- Strong communication, networking and pr