Head of Customer Success

​The Role:

  • Manage the Customer Success team in the UK, helping the team to grow revenues within their accounts.

  • Maintain our high retention rate, and support the transition from focusing on customer retention to focusing on customer growth.

  • Support the implementation of a new Customer Success Platform within the organisation which will transform the part that Customer Experience has to play, and ultimately own that platform.

  • Ensure we use NRR accurately to gauge success, growth and health in the business.

  • Develop and maintain relationships with our customer base including strategic accounts and long-term customers.

  • Support the CSMs to deliver impactful QBRs, and compelling renewal proposals to ensure we meet our retention and growth targets.

  • Pioneer our Customer Success playbook to ensure that our approach remains fresh, innovative, human and successful.

  • Manage and grow the team through effective recruitment and management of the existing talent within the team, leading 1-to-1s, and performance management.

The Company:

  • Anglo-American SaaS start-up with offices based in the UK & US. Established in 2018.

  • Currently around 70 employees with clear growth plans to add in excess of 20 new hires in the next 12 months.

  • Experienced rapid growth – 56% over the last 2 years alone.

  • 5* rating and 100% CEO approval rate on Glassdoor.

  • 5* rating on the tech comparison platform G2crowd – “The customer service is second to none”.

The Ideal Candidate:

  • Solid experience within the learning industry, ideally with a number of years working for a learning platform vendor.

  • A number of years’ experience within a Customer Success function and familiar with many of the terms within this industry.

  • A collaborative approach to leadership, where you value the talent in your team and see talent mobility as an essential component of an organisation’s success.

  • A flexible approach with a willingness to adapt and help change our ways of working as our business continues to grow and scale.

  • An interest in customer success trends and an interest in measuring success using metrics such as MRR, NRR, CSAT, NPS and CES.

  • What You’ll Get:

  • Salary of up to £85,000 plus 10% bonus

  • Remote working anywhere in the UK

Job code: 15077

Location Nottingham
Job Type Permanent
Salary Salary of up to £85,000 plus 10% bonus
Reference 15077

​The Role:

  • Manage the Customer Success team in the UK, helping the team to grow revenues within their accounts.

  • Maintain our high retention rate, and support the transition from focusing on customer retention to focusing on customer growth.

  • Support the implementation of a new Customer Success Platform within the organisation which will transform the part that Customer Experience has to play, and ultimately own that platform.

  • Ensure we use NRR accurately to gauge success, growth and health in the business.

  • Develop and maintain relationships with our customer base including strategic accounts and long-term customers.

  • Support the CSMs to deliver impactful QBRs, and compelling renewal proposals to ensure we meet our retention and growth targets.

  • Pioneer our Customer Success playbook to ensure that our approach remains fresh, innovative, human and successful.

  • Manage and grow the team through effective recruitment and management of the existing talent within the team, leading 1-to-1s, and performance management.

The Company:

  • Anglo-American SaaS start-up with offices based in the UK & US. Established in 2018.

  • Currently around 70 employees with clear growth plans to add in excess of 20 new hires in the next 12 months.

  • Experienced rapid growth – 56% over the last 2 years alone.

  • 5* rating and 100% CEO approval rate on Glassdoor.

  • 5* rating on the tech comparison platform G2crowd – “The customer service is second to none”.

The Ideal Candidate:

  • Solid experience within the learning industry, ideally with a number of years working for a learning platform vendor.

  • A number of years’ experience within a Customer Success function and familiar with many of the terms within this industry.

  • A collaborative approach to leadership, where you value the talent in your team and see talent mobility as an essential component of an organisation’s success.

  • A flexible approach with a willingness to adapt and help change our ways of working as our business continues to grow and scale.

  • An interest in customer success trends and an interest in measuring success using metrics such as MRR, NRR, CSAT, NPS and CES.

  • What You’ll Get:

  • Salary of up to £85,000 plus 10% bonus

  • Remote working anywhere in the UK

Job code: 15077