Head of Customer Success

Head of Customer Success

Basic GBP60,000 – GBP70,000 + Bonus + benefits

Company: SaaS business experience huge growth

Why: 40% growth YOY business

• Are you and experienced Customer Success Manager / Lead?
• Have you worked in a SaaS sales environment?

We are currently working with a leading NW based SaaS company that have been experiencing consistent growth over the last few years. They are looking for an experienced Customer Success Lead to join an already well established outfit and manage a team of Junior Account Managers. Their Client Services Team are responsible for On–boarding, Consulting and Customer Success.

The business has grown rapidly since its inception, with its largest client constituting only 3% of their total revenue. As a result, there is a very low churn rate with their clients. The role will offer the chance for this person to drive innovations in the companies approach to Customer Success whilst operating as a "player–manager". Responsible for a portfolio of strategic accounts as well as being accountable for managing the development, delivery and performance of Junior Account Managers.

The incoming candidate will be responsible for designing, developing and implementing customer success frameworks and procedures. Whilst also being responsible for the development of Go–To–Market strategies for Customer Success Campaigns, including documenting Playbooks and other supporting collateral to assist the Client Services Team.

Key responsibilities: Head of Customer Success

• Support the development of the overall vision and strategic plan for the Customer Success Team, focusing on upselling, churn management and driving product adoption.
• Managing the implementation of the Customer Success System
• Designing, developing and implementing customer success frameworks and procedures to help support improvements in client experience and delivery against team targets.
• Working closely with the wider Client Services Team to continuously improve client experience.
• Managing a portfolio of strategic accounts
• Building and developing strong trusting relationships with senior stakeholders
• Pursuing upsell / cross sell opportunities, demoing the new functionality to clients.
• Developing Quarterly Business Reviews and Account Plans for high–touch Clients.
• Working proactively and reactively to minimise churn across their portfolio
• Proactively responding to client escalations and concerns
• Build and lead a team of high–performing Junior Account Managers, managing their development, delivery and performance against key performance indicators.
• Ability to drive the team's closure of upsell / cross sell opportunities, both personally and across the wider Customer Success Team.
• Providing training, guidance, and support to the Customer Success Team.

Experience Required: Head of Customer Success

• Experience of managing a high–performing Customer Success team, preferably in a SaaS high growth organisation.
• Experience of developing and implementing Customer Success frameworks and proceduresExcellent commercial understanding and negotiation skills to support effective upsell campaigns.
• Able to lead a team of high–performing Junior Account Managers, driving their personal growth and development.
• Experience of implementing, managing, and working with Customer Success systems (e.g., Gainsight) is strongly preferred.
• Ability to hold difficult conversations with clients, whilst demonstrating empathy and understanding whilst effectively able to manage and coordinate client escalations.
• Strong analytical and reporting capabilities to support the development of data–driven interventions
• Strong attention to detail, effective time management, and organizational abilities