Head of Customer Success

3 weeks ago

Edinburgh, United Kingdom MAPAL Group Full time

MAPAL Group is looking for a United Kingdom based Head of Customer Success 📍


As the Head of Customer Success, you will be responsible for leading and managing the Customer Success team to ensure the successful adoption, retention, and expansion of our customers. You will play a critical role in driving customer satisfaction, loyalty, and advocacy by establishing and maintaining strong relationships with our customers. Your strategic vision and leadership will be instrumental in driving revenue growth and promoting customer-centricity throughout the organisation.


This role reports to: Snr Director of Customer Success


Accountabilities

Leadership and Team Management:

· Provide strong leadership, guidance, and mentorship to the customer success team.

· Build and nurture a high-performing team culture focused on customer satisfaction and success.

· Set clear goals and objectives for the team, and provide regular feedback and performance evaluations.


Customer Adoption:

· Drive product adoption and usage among customers, maximizing value, and ROI.


Customer Relationship Management:

· Serve as the primary point of contact for key customers, fostering strong relationships built on trust and transparency.

· Proactively identify customer needs, challenges, and opportunities, and collaborate with internal teams to address them.

· Attend regular business reviews with customers to assess satisfaction levels and identify areas for improvement.


Retention and Renewals:

· Execute strategies to reduce churn and increase customer retention rates.

· Work closely with sales and finance teams to ensure timely renewals and upsell opportunities are identified and pursued.

· Analyse customer data and feedback to identify trends and insights that inform retention strategies.


Customer Advocacy and Feedback:

· Champion the voice of the customer within the organisation, advocating for their needs and priorities.

· Gather customer feedback through surveys, interviews, and other channels, and use insights to drive product enhancements and improvements.

· Encourage and facilitate customer advocacy, including referrals, testimonials, and case studies.


Process Improvement and Scalability:

· Implement best practices and tools to streamline customer interactions and enhance the overall customer experience.

· Stay informed about industry trends and emerging technologies to ensure our customer success strategies remain innovative and competitive.


Requirements:

· Must have a good command of English.

· Proven experience (2 years) in a customer success leadership role, preferably in a SaaS, technology-driven or Hospitality company.

· Strong understanding of customer success principles, methodologies, and best practices.

· Excellent leadership, communication, and interpersonal skills.

· Demonstrated ability to build and manage high-performing teams.

· Strategic thinker with a track record of driving results and achieving business objectives.

· Customer-focused mentality with a passion for delivering exceptional service and value.

· Experience working cross-functionally with sales, marketing, product, and other teams.

· Familiarity with Planhat and Dynamics 365 preferable but not essential.

· Commitment to continuous learning and professional development in the field of customer success.


At MAPAL Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. The key to our success is the commitment to equal opportunities that we offer. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitments to superior customer service and market growth.

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