Head of Customer Success

1 month ago


London, UK, United Kingdom ZEREN Full time

Zeren are partnering with a cyber focused SaaS scale up who are in in search of an experienced Customer Success leader to spearhead their Customer Success and Customer Support teams.


We are looking for a commercially driven post sale leader who has experience operating in a customer acquisiton model that is heavily through partners, and has experience working with high volumes of low ARR/SME customers.


Role and Responsibilities:

  • Design and execute strategies to enhance product adoption, retention, and growth.
  • Measure and report on critical SaaS metrics such as customer lifetime value (CLV), churn rate, net promoter score (NPS), and monthly recurring revenue (MRR).
  • Utilize data-driven insights to identify trends and areas for enhancement.
  • Formulate strategies to optimize SaaS metrics and drive business expansion.
  • Offer mentorship, training, and development opportunities to promote a high-performance and collaborative culture.
  • Oversee and synchronize Customer Support and Customer Success teams to align with company goals.
  • Ensure the prompt and effective resolution of customer issues.
  • Track and improve key performance indicators (KPIs) to enhance support efficiency and quality.
  • Continuously refine support processes to elevate customer satisfaction.
  • Lead the Customer Success team in building and maintaining strong customer relationships.
  • Develop and implement a scalable Customer Success strategy to maximize current resource productivity.
  • Leverage customer feedback and data to enhance customer success initiatives.
  • Proactively address potential customer needs and issues before they arise.
  • Create programs to engage and educate customers on best practices and new features.
  • Establish feedback loops to gather insights and improve products and services.
  • Communicate customer insights to internal stakeholders to influence product development and marketing strategies.
  • Collaborate with Product, Sales, Marketing, and other departments to ensure a seamless customer experience.
  • Advocate for the customer perspective in strategic planning sessions.


About you:

  • Experience in a Customer Success leadership role, preferably in a SaaS environment.
  • Must have experience in an indirect and partner/channel led business model.
  • Track record of operating with high volumes of low ARR customers - experience across digital CS and automation is highly desirable
  • Strong understanding of SaaS Customer Success metrics and data-driven decision-making.
  • Proven track record of leading and developing high-performing teams.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast-paced environment and manage multiple priorities.
  • Familiarity with tools like Zendesk, Salesforce, Gainsight, etc.
  • Strong analytical skills with proficiency in data analysis and reporting.



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