Customer Success Transformation Director

Customer Success Transformation Director

Manchester

6 month intervim FTC

A rapid growth technology company is looking to hire a transformative Customer Success Director to lead this function, ensuring that every member of their diverse client base has an exceptional experience with the platform.

Role:

• Maximise customer satisfaction and advocacy by developing and deploying strategies, action plans and playbooks to improve the customer experience
• Increase customer retention and enable account growth
• Redesign and rethink the customer implementation/onboarding process
• Drive successful engagement and retention activities for our B2B customers by building, developing and managing a high–performance Customer Success team
• Create and nuture an environment of innovation and continual improvement to meaningfully deliver Customer Success by developing robust performance plans to drive pace and delivery
• Serve as a thought leader in the Customer Success organisation by keeping up to speed on the latest best practices and available tools, continually building upon relationships with key stakeholders and building strong internal partnerships with cross–functional teams inside and beyond Customer Success

Person:

• Significant experience leading teams, with demonstrated capabilities in business transformation
• Progressive experience in client facing operational, technical consulting and/or product management roles
• Experience highly beneficial in management consulting, digital transformation or financial service
• A savvy communicator, you need to be confident in managing across all levels of an organisation
• You've built performance management models (and are comfortable driving performance of your team to the standard) and monitoring customer journey processes

Please apply or contact Simon at Nobul for a confidential conversation.