Customer Success

London, England, United Kingdom · Business Development expand job description ↓

Description

Customer Success is vital to our business growth, sustainability and long-term profitability. This role includes responsibilities for Customer Success activities (eg. on-boarding, support, services, adoption, advocacy, retention, product enhancements, etc.) and outcomes (eg. renewals, up-sells, etc.).

Responsibilities

Drive Customer Success outcomes

  • Increase renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Define and optimise customer lifecycle

  • Map customer journey
  • Develop listening points in journey (eg. usage, satisfaction, etc.)
  • Standardise interventions for each point in journey
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Manage Customer Success activities

  • On-boarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy

Measure effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

Grow and lead world-class Customer Success team (level dependent)

  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid on-boarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Enhance effectiveness and efficiency through technology

  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform

Inspire customer success across company

  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Requirements

Skills

  • 5+ years experience in leading customer and partner facing organisations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined technical and customer facing background and experience
  • Strong empathy for customers and partners
  • Passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

Minimum Qualifications

  • BA/BS in a Psychology, Business Administration, Media Studies or equivalent practical experience.

Preferred Qualifications

  • Proven track record of building recurring revenue businesses.
  • Experience working on products across multiple devices and contexts (desktop, mobile, tablet).
  • Outstanding verbal and written communication skills.

Benefits

  • 25 days / year holiday
  • Employee share options
  • Usual working hours (9.00 - 18.00)
  • Core working hours are (11:00 - 15:00)
  • Board game evenings
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