Head of Customer Success

2 months ago

Manchester, United Kingdom Lunio Full time
About Us

Lunio is a speedily-growing with ambitious growth targets, and our people are our secret weapon. We have headquarters in Manchester City Centre, and offices in London, although we have set our sights on being one of the biggest SaaS names on this side of the galaxy. Which means there’s lots of room for growth and for you to really carve out a space for yourself. We want to be recognised as a Marketer’s secret weapon and a must-have for any tech stack.


About the Role

The Head of Customer Success at Lunio is a critical part of our customer-facing team - Helping build, lead and nurture a team of Customer Success Managers that are paramount to driving the success of our customers on the Lunio platform. You will need to be a strong leader, as well as being well versed in client account management, digital/ paid media marketing and demonstrate strong commercial know-how.


As the Head of Customer Success you’ll serve as a key leader within the revenue function, managing and leading a team of expert customer success managers. You will be responsible for helping build out how Lunio approaches customer success from segmentation and allocation of the total Lunio customer base, to building best in class onboarding processes, to the development of robust success/ account management plans that enable constant value creation for our customers. Whilst having strong leadership ability, you will also need to have the ability to act as a player coach at times, leading from the front and demonstrating what best in class looks like to your team and the wider business.

The role will be reporting to the Chief Revenue Officer who is passionate about building deep relationships with the Lunio customer base, ensuring that we are a preferred partner that our customers trust and rely upon for paid media advice and consultation.

This is an opportunity to make a transformational impact from day one, and define your career within a fast growing MarTech business.



Key Responsibilities
  • Build a strategic go-to-market approach for Lunio’s Customer Success function.
  • Ensure strong segmentation of the Lunio Customer base and allocation to relevant customer success managers.
  • Develop robust handover and onboarding process for new customers, enabling seamless transition from sales into customer success, as well as instant value creation for our customers.
  • Build carefully defined and curated customer success/ account management plans that enable consistent value creation for our customers.
  • Build strong relationships with all key accounts, positioning yourself as a close strategic partner that can be relied upon for paid media advice and consultation.
  • Empower your team to take a similar position with their respective book of business.
  • Take a proactive approach to renewals, taking ownership of difficult customer challenges early, leading to reduced churn and increased confidence from our customers.
  • Support the CSMs to drive customer adoption of Lunio solutions and continuously demonstrate product value to your customers
  • Consult on best practices, workflows, and management business reviews
  • Support CSM in the Identification of risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
  • Report to the business on customer activity, outcomes, issues, and communication.
  • Advocate for customers internally by providing continuous feedback to Lunio’s Sales, Marketing, Product, & Engineering teams
  • Work with Sales to understand the details of upcoming customer renewals
  • Teach customers how to use the Lunio platform
  • Use customer management tools to track customer communication, issues, and metrics


Things you'll need

Leadership and Management:

  • Experience managing a high performance team of customer success and paid media experts.
  • Strong leadership capability with a lead from the front mentality.


Experienced Digital/Paid Media Professional:

  • Demonstrated track record in managing digital/paid media campaigns effectively.
  • Proficiency in utilising various ad platforms and tools for campaign management.

Strong Understanding of Paid Media Strategy and Optimization Tactics:

  • Understanding of how to develop and execute comprehensive paid media strategies aligned with business objectives.
  • Understanding of how to optimise campaigns to improve ROI and performance metrics.

Strong Understanding of Marketing Analytics, Attribution, and Measurement:

  • Understanding of analytics tools to analyse campaign performance and derive actionable insights.
  • Familiarity with attribution models and methodologies to accurately measure the impact of campaigns.

Experience Collaborating and Managing Senior Stakeholders:

  • Skilled in building and nurturing relationships with senior stakeholders both internally and externally.
  • Capable of effectively communicating complex concepts and strategies to diverse audiences.

Analytical Mindset:

  • Ability to think critically and problem-solve using data-driven approaches.
  • Strong attention to detail and a passion for data analysis.

Strong Commercial Acumen:

  • Sound understanding of business principles and the ability to identify and capitalise on commercial opportunities.
  • Proven ability to drive revenue pipeline and revenue growth through strategic partnerships.

Experience Working with Media Agencies:

  • Prior experience collaborating with media agencies to execute successful campaigns.
  • Understanding of agency dynamics and ability to navigate complex agency relationships.



❤️ Things we'd also love to see

Sales/Business Development Experience:

    • Previous experience in a commercial account management or customer success role, preferably.
    • Ability to identify customer pain and turn this into an opportunity for Upsell/ Cross Sell.
    • Proactive approach to contract renewals,  reducing risk of churn.


⛳️ Compensation, Perks & Benefits
  • £100K Base salary & £130K OTE
  • Hybrid Working & Flexible Hours: In office/ Field based collaboration with colleagues and partners 3 days per week with 1 day working from home. You may adjust your schedule to fit around your out-of-work commitments - as long as you're here for our core hours
  • Commuter Contribution (up to £300pm dependent on location) - benefit from subsidised travel, to support with your in office days
  • Extended Parental Leave: Extended paid time off to spend quality time with family 
  • Employee Assistance Programme (via Health Assured): which includes 24/7 Counselling, Online Wellbeing portal, Legal & Financial support and Mental Health & Wellbeing app. 
  • 22 days holiday (plus public holidays): You’ll work hard at Lunio, but you’ll be rewarded with plenty of time to recharge 
  • £500/year wellbeing allowance: Private Healthcare, Spa Treatments, Gym Subscriptions, Physiotherapy, Mental Health Support - anything to help you relax and unwind, we’ll cover it up to £500/year.
  • Climate Positive Workforce: We’re on track to becoming a Carbon Positive workplace. To that end, we have our own Reforestation program and partnership with Ecologi, to ensure that we offset the CO2 emissions of every employee who works for Lunio, every month


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