Head of Customer Success (Platform)
London with potential travel
Your role is transformative in shaping exceptional customer experiences. This strategic leadership position is at the heart of our mission, ensuring that every customer not only achieves success but thrives using QA's products and services.
You will be passionate about creating value and leading high-impact teams, with the real desire to make a positive difference!
Key Responsibilities:
* Ensure customer success strategies are adaptable across evolving product lines and service models
* Structure and lead a team of Customer Success Managers & Sales Engineers to support pre & post customer sale, onboarding, customer engagement & product adoption, service governance, health & satisfaction, continuous improvement and customer retention.
* Drive renewals, upsells, and cross-sells by identifying opportunities for expansion.
* Reduce churn by proactively addressing customer concerns and ensuring ongoing value delivery.
* Work closely with Product to understand and influence strategy & product development initiatives, representing the customer voice.
Experience:
* You have approx 5 years experience in a Customer Success environment that is fast-paced and change intensive
* Proven success working across organisational systems & best practice to deliver optimal customer experiences and outcomes
* Demonstrates resilience, growth mindset and ability to understand, review and drive opportunities for growth and evolution
* Excellent relationship and senior stakeholder management capabilities with strong influencing skills. Collaborates easily & effectively, building trusted advisor status through regular honest & effective communication
* Manages a team with empathy, curiosity and desire to support development of individuals, helping them to achieve their goals
In return we can offer:
Competitive salary with a whole host of excellent benefits
27 days annual leave
Study support package
3 full training days from a wide range of courses
Continuous personal development
2 days off for charity work
Work for a company that promotes Wellbeing (Mindfulness classes, fitness classes, wellbeing campaigns throughout the year with QA's approved listeners)
Hybrid working
Equal Opportunities:
At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.
If you are interested please apply below or reach out to Tim Heaney
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