Customer Success Transformation Director

Salt are proud to collaborate with the fasted growing FinTech company outside of London on an exciting 6 month contract role as they search for a transformative Customer Success Director to join their team on an asap starting position.

In this role, you will be leading their Customer Success function, ensuring that every member of their diverse client base receives an exceptional experience when using their platform. You will oversee a dynamic team and support with large scale operational change management, process re–engineering and workflow design.

This role is based in Manchester – with 2–3 days of work required in–house.

Key Role Details:

• Be committed to maximising 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 to allow for significant scale up.
• 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
• Develop robust performance plans to drive pace and delivery of exemplar voice of customer feedback (i.e. NPS advocacy).
• Serve as a thought leader in the Customer Success organisation by keeping up to speed on the latest best practices and available tools.
• Continually build upon relationships with key stakeholders and building strong internal partnerships with cross–functional teams.

Key Skills Required:

• Proven previous experience leading teams, with demonstrated capabilities in doing so in a transformational direction.
• Progressive experience in client facing operational, technical consulting and/or product management roles
• Experience highly beneficial in management consulting, digital transformation or financial services.
• Hold previous experience with Salesforce.com, JIRA, Confluence and other workflow management tools
• Be a confident and strong communicator across all levels of an organisation
• Be a Data–driven individual. With the ability to dig in to help better understand relevant pain points, trends, or issues
• Previous experience building performance management models (and are comfortable driving performance of your team to the standard) and monitoring customer journey processes.

If you're immediately available and believe you could support in further developing and driving great success for this team get in touch –