Customer Success Team Lead

Customer Success Team Lead

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 centred 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

As the Customer Success Team Leader, you will guide a team of five dedicated customer success managers in representing the entire Highways SU. Responsible for managing approximately £20 million in ARR, you will oversee the team while also maintaining your own customer portfolio.

Your primary responsibility is to ensure adherence to our playbook, setting high standards for our approach. You will oversee client portfolios, embodying our commitment to exceptional care. Focused on customer success, ensuring they receive top-tier service, leading to renewal and advocacy. Your expertise will shape our strategies, driving satisfaction and product development. With a focus on efficiency, leveraging on technology for impact. This multifaceted role demands strategic foresight, operational excellence, and dedication to success. You will be a driven leader, exceeding expectations and shaping the future of customer success at Causeway.

Your Responsibilities

You will navigate the complexities of our dynamic customer landscape, stepping in for the Head of Customer Success as needed. You will orchestrate team meetings, setting objectives that align with our overarching goals while fostering an environment conducive to success. Providing comprehensive performance reports for the entire team, diving into the intricacies of data analysis to enhance overall efficiency and productivity.

Negotiating contract renewals within our bundling pricing strategy involves carefully balancing client expectations with our company's financial goals. This entails ensuring mutually beneficial outcomes that strengthen our relationships and revenue streams. With a focus on revenue generation, you'll make decisions regarding price increases and handle cancellations or credits when necessary.

Your mandate extends to achieving both individual and team retention targets for customer contracts, a multifaceted task requiring a nuanced understanding of client needs and industry trends. Acting as the linchpin between our clients and internal stakeholders, you'll serve as the Customer Success lead for designated accounts, collaborating closely with Business Development Managers to craft tailored engagement strategies that resonate with our diverse clientele.

In your pursuit of driving Customer Success outcomes, you'll navigate the maze of customer churn, product adoption, and satisfaction metrics, leveraging your strategic acumen to chart a course towards sustained growth and loyalty.

You will lead regular customer review meetings, using your diplomatic skills to improve client relationships as their needs evolve. You'll also spot upsell chances and guide them through the sales process, using Salesforce to boost revenue and keep clients happy. Amidst the complexity of your responsibilities, you'll also champion process improvement initiatives, fine-tuning our onboarding processes to deliver a seamless customer experience that sets the stage for long-term success.

Your role extends beyond the confines of day-to-day operations; you'll lead special projects aimed at elevating customer engagement and optimizing team effectiveness, navigating uncharted territory with innovation and strategic foresight. You will ensure our systems remain finely tuned and up to date, serving as the custodian of critical platforms like Salesforce Contacts and Freshdesk support tickets. Your keen eye for detail will be instrumental in maintaining the operational integrity that underpins our success. You will be required to use data to gain valuable insights, creating reports and analysing product usage to help make strategic decisions that propel our business forward.

Finally, you will show resilience in handling customer loss and cancellations, creating reports that guide our growth by learning from these experiences.

Customer Experience:

Causeway’s customer-centric approach fosters positive relationships, prioritising satisfaction and confidence. As a company we value regular feedback for continuous improvement. Managing a successful, passionate team ensures successful outcomes. Excellent internal and external stakeholder management is key in this role. Your team will be required to consistently deliver exceptional experiences which will encourage retention and foster a culture of referrals, reflecting the quality and reliability of our services

Skills, Experience and Qualifications

• The ideal candidate will have experience of leading a SAAS Customer Success team.
• You will have experience of working in a Customer Success environment for a SAAS provider (or similar)
• Prior experience of using Salesforce would be preferable
• Willingness to roll up your sleeves and get stuck in

Competencies:

• Ability to inspire and motivate team members to achieve common goals.
• Strong verbal and written communication skills to interact effectively with team members and clients.
• Dedication to understanding and meeting customer needs, ensuring their success and satisfaction.
• Capacity to see the bigger picture and align team efforts with broader organizational objectives.
• Skill in identifying issues, developing solutions, and resolving challenges to enhance customer experience.
• Capability to build and maintain strong relationships with clients and internal stakeholders.
• Proficiency in analysing data to identify trends, track performance metrics, and make data-driven decisions.
• Flexibility to adjust strategies and approaches based on evolving customer needs and market conditions.

Ability to effectively manage and develop a team, delegating tasks, providing feedback, and fostering collaboration.

Commitment to ongoing learning and improvement, seeking ways to enhance processes and drive excellence in customer success initiatives.

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, Apple and Microsoft 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.