Intelligent People Ltd

Head of Customer Success

Location
City of London, London, England
Salary
£65000 - £80000 per annum + Performance Bonus
Posted
19 Nov 2020
Closes
17 Dec 2020
Ref
SR/5209
Marketing Disciplines
Product Development
Industry Sector
Transport / Logistics
Contract Type
Permanent
Work Experience Level
Head of
Agency-side or Client-side
Client Side
Job Role
Product Manager
Head of Customer Success / Head of Customer Retention / Senior Customer Success Manager is required by a rapidly growing tech company that has disrupted its sector, providing a high retention and business critical SaaS platform.

With a track record of >30% YoY revenue growth and backed by a major Private Equity Investor, The Head of Customer Success / Head of Customer Retention / Senior Customer Success Manager will have full ownership of the customer lifecycle and manage the customer success team to deliver a best in class service.

The Head of Customer Success / Head of Customer Retention / Senior Customer Success Manager will:

*Manage, scale and lead a customer success function across all phases of the lifecycle
*Define and optimise the customer journey at each stage from onboarding and training to strategic reviews
*Drive customer success outcomes, reduce churn and influence future lifetime value
*Manage a team and work with sales, product and marketing functions to deliver a seamless customer experience
*Support, monitor and analyse activity and provide executive reporting against objectives and financial targets

The Head of Customer Success / Head of Customer Retention / Senior Customer Success Manager must have:

*A background in B2B/SaaS customer success or similar, ideally from a start-up / scale up environment
*Previous experience owning a customer success team and the ability to recruit, train and inspire
*Excellent communication and stakeholder management skills with the gravitas to handle escalations and issues
*An understanding of value drivers in recurring revenue business models
*A passion for growth, combined with an analytical mindset

This is an excellent opportunity for a Head of Customer Success / Head of Customer Retention / Senior Customer Success Manager to join a company in an early, fast-growth stage.

Intelligent People is a specialist Customer Success recruitment agency.