Customer Success Lead

2 weeks ago

Manchester, United Kingdom AeroCloud Systems Full time

About you

We are looking for a Customer Success Lead to join our Commercial Team. This role is based in the Stockport office with a hybrid working model.

Summary of Role

As the Customer Success Lead, you will lead across all AeroCloud customers globally, working with key customer stakeholders including CEO's CIOs, COOs and other senior business leaders. You and your team will identify and mitigate risk scenarios and capitalize upon growth opportunities through organic and strategic initiatives to drive increased usage across AeroClouds three core product verticals. As the Department Head, you will ensure the Customer Success Team is empowered and equipped to provide a world class customer experience by delivering customer success programmes inclusive of onboarding, expansion, optimisation and retention and working cross-functionally with the DIS (Deployment, Implementation and & Support) Teams.

Requirements

Ownership and Impact

  • Ownership of customer success metrics including NNR, NRR, retention, sentiment and health scores
  • Ownership of client cross sell/upsell targets for the Customer Success function
  • Working with the Head of Data to present corporate visibility towards customer health status, risk profile and optimal product(s) introduction - maximizing cross sell/upsell ARR
  • Become an AeroCloud product expert and champion
  • Ownership of the execution and optimisation of the overall Customer Success Strategy and all relevant key initiatives
  • Responsibility for all metrics and results of the team, tracking and reporting to CEO in conjunction with the Head of Data
  • Optimize internal Customer Success communication in weekly meetings with commercial, support, product and other internal teams
  • Recruit and hire Customer Success Managers to support US, EU, MENA and APAC customers in achieving their desired outcomes
  • Coach and lead your team by further developing necessary skills to optimize results, while ensuring your direct reports achieve their career aspirations
  • Identifying areas for innovation, optimization and experimentation both externally and internally
  • Lead contract renewals along with the in house legal team

The duties and responsibilities of the role may vary and change depending on the AeroCloud business needs.

What are we looking for?

Essential Skills/Experience:

  • Proven experience in customer success leadership roles, preferably in a technology or SaaS company.
  • Strategic thinker with experience in developing, executing and optimising customer success strategies aligned with business objectives
  • Demonstrated experience in building and optimising customer success processes that deliver on key metrics such as NRR, Retention, expansion and sentiment
  • Prior experience of building and delivering programmes focussed on driving customer value realisation
  • Knowledge of complex contract negotiation, management and renewal processes within a B2B context.
  • Strong understanding of customer lifecycle management and experience in driving customer onboarding and adoption strategies.
  • Excellent communication and presentation skills, with the ability to effectively influence executive-level stakeholders.
  • Understanding of risk management principles and experience in identifying and mitigating customer-related risks.
  • Experience in building out customer success schemes such as advocacy programmes and referral programmes
  • Experience in team leadership and development, with a track record of building and managing high-performing customer success teams.
  • Demonstrable experience in working with and utilising date to drive insights into all elements of the customer journey
  • Demonstrable experience of managing high value, long term contracts
  • Ability to collaborate cross-functionally with departments such as sales, operations, and product management.
  • Ability to travel often for client meetings and industry events.
  • Ability to adapt to a fast-paced and evolving startup environment.
  • Passion for innovation and continuous improvement, with a mindset for experimenting with new approaches to enhance customer success.

Desirable Skills/Experience:

  • Previous experience working in the aviation or airport management industry.
  • Experience leading on key initiatives such as customer advisory boards, user forums, risk committees and more
  • Experience in conducting and optimising customer journey mapping exercises to ensure the most optimal end to end customer journey at all times
  • Fluency in multiple languages to support global customer base effectively.
  • Relevant certifications in customer success management or related fields.

Benefits

  • Competitive salary
  • Flexible working environment
  • 25 days annual leave + statutory holidays
  • Take your birthday off work on us as well
  • Access to our Employee Assistance Program
  • Extensive upskilling and training
  • Company pension scheme
  • Access to employee perks and discounts

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