Spirehouse, a specialist Social Housing recruitment firm, is currently seeking a Head of Customer Success to support a Social Housing technology provider in Warrington.
The Head of Customer Success role is a new position for the business and will be predominantly field-based. Whoever takes on the post will be responsible for growing relationships with existing clients, managing a small team focused on growing engagement all whilst being very solution focused.
The Head of Customer Success post will cover many responsibilities, though these aren’t exhaustive:
* Ensuring that superb relationships exist throughout business clients
* Setting Key Account Objectives per account, reporting on service adoption through data and plans on agreed targets
* Leading the customer success function, setting, managing and inspecting team members goals and objectives to ensure overall goals are met
* Supporting the team with resident and staff presentations
* Taking responsibility for all client reporting, producing high-quality reports and presentations on all aspects of the use of service, capturing customer and client feedback
* Leading on strategic clients quarterly review meetings, presenting the latest status of all accounts and pulling in other colleagues as needed to support
* Working with the Head of Marketing and Head of Client Development to create a three-year Customer Success Journey building out a drafted framework
* Liaising with the Head of People to create content for our Learning Management System, covering but not limited to client staff training, presentations and installer training
* Developing a return on investment model of services
* Identifying service improvements in conjunction with Technical and Operations teams
To secure the Head of Customer Success post, the business is seeking the below:
* Experience in a business development, client management or client relationship role
* Experience working with vulnerable people or charities
* An ability to work flexibly
If interested or want to discuss other Head of Customer Success or Social Housing roles please get in touch with Matt Baird