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Head of Customer Success

4 months ago

Aberdeen Scotland, Aberdeenshire, United Kingdom ZEREN Full time

Head of Customer Success | Hybrid working – 3 days per week in Aberdeen Head Office | Up to £120K base salary


We are partnering with a global technology business that has carved a niche in the diverse sectors of oil and gas, construction, utilities, and transportation. The company focuses on crafting and implementing safety, security, and risk management strategies that safeguard personnel, assets, and ongoing operations.


Their reputation is anchored in its profound industry expertise and the provision of their proprietary SaaS platform, a comprehensive solution that ensures organisational resilience. This solution provides a unified, accurate reference point for safety, security, and critical event management, complemented by a comprehensive array of integrations and services that safeguards everything and everyone organisations value, day in and day out.


The role


As the Head of Customer Success, you will be part of the senior management and will lead our Customer Success, Onboarding and Technical Support teams. You will be responsible for overseeing the deployment and roll out of an increasing volume of new and existing client projects, ensuring they have a seamless experience from the moment they sign up for our services.


Key Responsibilities


Customer Onboarding


  • Develop and implement an effective customer onboarding strategy that ensures new customers have a positive and seamless experience.
  • Ensure the team have effective project plans that enable them to work in unison with the customer and technical experts, identifying key milestones, data required, timescales etc.
  • Project manage the customer implementation, working to a standard template proven process.
  • Set up and onboard clients onto the platform, assessing their ongoing needs for any further implementation needs
  • Constantly monitor and review the project against agreed timescales and budget. Record all project activity in the management tool
  • Communicate regularly with the customers and ensure they are aware of any project overrun.
  • Work closely with our product team to ensure that the onboarding process is aligned with the functionality and features of our products/services.


Customer Support


  • Lead and manage the technical customer support team, providing guidance, training, and support as needed.
  • Manage and implement an on-call rota for the customer onboarding and support team.
  • Establish and maintain KPIs and metrics to measure the success of the onboarding and support processes.
  • Identify areas for improvement in the onboarding and support processes and work with relevant teams to implement changes.
  • Stay up-to-date on industry trends and best practices in customer onboarding and support.
  • Collaborate with other departments, such as sales and engineering, to ensure a cohesive customer experience.
  • Work with clients to understand their needs on the platform and associated hardware and to provide solutions to set it up as best.
  • Work with clients to understand their site design, and physical hardware requirements including, but not limited to location beacons, access panels, muster points, evacuation points, wearables, and mobile devices.
  • Experience tracking external deliverables and manage internal and external stakeholders. E.g. Customer and third-party relationships.
  • Ensure all agreed deliverables are achieved to the customers satisfaction, working to agreed timeframes and budget, considering the implementation as it evolves.
  • Delegate the configuration and system build, ensuring all aspects are reviewed and tested, prior to being delivered to the customer.
  • Act as technical expert on the platform for your clients.
  • Work with the clients to troubleshoot any issues on the platform during delivery and into operation.
  • Create, define, and continuously improve the training program for the platform.
  • Work closely with the sales team when needed for prospective clients joining the platform.


Desired Skills & Experience


  • At least 7 years' experience in a Customer Success position within a SaaS business, with at least 3 years in leadership.
  • Experience working on a similar B2B enterprise SaaS platform.
  • Experience working with large, enterprise clients as well and SMBs.
  • You are an independent and quick thinker and can work as part of a team.
  • Experience working in a startup or small environment.
  • Experience with Atlassian Jira / Confluence, or a similar technology.
  • Excellent communication and interpersonal skills, with the experience of building strong relationships with customers and team members.
  • Strong analytical and problem-solving skills.
  • Degree educated preferable
  • Ability to work well under pressure and in a fast-paced environment.