The role:
As the Customer Success Lead you will...
1. Develop, design and manage all aspects of the customer success function, including building a CS mission and implementing new processes to ensure customer retention and drive revenue expansion
2. Manage and grow a successful Customer Success team, define KPI's, track metrics, drive process improvements and develop a scalable CS playbook whilst fostering a customer-centric culture
3. Facilitate onboarding, smooth implementation and drive early product adoption
4. Become a trusted advisor for your clients on a global scale, building strong business relationships and ensuring they are getting maximum value and ROI from the product, whilst seeking new opportunities for upsell, cross-sell and growth
5. Champion the voice of the customer internally, relaying feedback and insights to product and development teams to influence product evolution
About you:
6. 5+ years Customer Success experience within a fast-paced, SaaS start-up environment
7. Proven track record of managing a successful Customer Success team that have resulted in strong ROI, upsell and reduced churn, with the ability to drive development of the CS function from scratch
8. Experience in managing large enterprise accounts with a value of £1m.
The package:
9. Up to £80, base + uncapped 20% commission (OTE £,)
10. HYBRID - 2-3 days p/w in Central London
11. Great progression opportunities into a Head of Customer Success role as they continue to scale across the UK & US