Director of Customer Success

Recruiter
Intelligent People Ltd
Location
London (Greater)
Posted
12 Oct 2018
Closes
10 Nov 2018
Contract Type
Permanent
Hours
Full Time
Director of Customer Success / VP of Customer Success / Head of Customer Success

Director of Customer Success
London, £100-140k, + Stock Options

Director of Customer Success / VP of Customer Success / Head of Customer Success needed by a well-funded high growth B2B SAAS tech company who are going through a phase of European growth. You'll be working directly with the CEO/Co-Founder and own the entire customer success function from a strategy and team point-of-view. You'll be part of the company's senior management team, you will be directly responsible for growing and leading our CS team, driving the team's performance and output, and ensuring we deliver on industry-leading retention and customer happiness metrics.

Director of Customer Success / VP of Customer Success / Head of Customer Success will:
*Develop and iterate a multi-year strategic plan for the Customer Success department, including resource and capacity requirements.
*Develop, execute and iterate a strategy which covers all necessary tactical initiatives, e.g. account plans, regularity of meetings and EBRs, tiers of service.
*Hire the best Customer Success Managers to join the team, as well as other direct reports including team directors and managers.
*Maximize team productivity, and inspire loyalty, through a deep understanding of how to get the best out of people with a variety of motivations, working styles and preferences
*Creating a strong performance culture, setting clear objectives and deliverables and holding people accountable for delivery.
*Line manage the team, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner.
*Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication.
*Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness.
*Monitor and report on team progress, to the team, the SMT and to the CEO, ensuring any risks or issues are properly communicated and managed.

Director of Customer Success / VP of Customer Success / Head of Customer Success must have:
*Excellent senior customer success experience from a high growth SaaS business, such as; SaaS, B2B, Martech, Fintech, HRtech, eCommerce, HR, CRM, Marketing, etc
*Proven experience in personally designing and executing customer success strategies and processes
*Familiarity with the latest customer success, software as a service, and platform as a service technology trends and best practices.
*You have gained the trust of enterprise clients through years of managing accounts and delivering excellence.
*You know how to be politician, diplomat, advisor, salesperson, when to turn each on, and how to coach the team on each of these skills.
*You can design and implement scalable processes, you also know how to review their effectiveness and iterate.
*You are commercially minded and a strong negotiator, successfully ensuring strong upsells within the customer base, and preventing churn.
*You're able to communicate clearly both upwards and sideways and collaborate closely with a CEO who sets company strategy and a CCO who sets the overall customer happiness strategy.
*You are decisive, your strategies are clear and successful, and you can confidently back up customer views with data and insights.

Intelligent People is a specialist Director of Customer Success / VP of Customer Success / Head of Customer Success recruitment agency.


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