Head of Customer Success
up to £75,000
Remote (must be UK based)
Occasional travel to client sites required
No sponsorship available
Futureheads are exclusively partnered with an established B2B SaaS business in the Edtech space, who are looking to bring in a Head of Customer Success to work closely with a small team and deliver an excellent all-round service to their clients.
In this role you will lead a small team comprising of customer success managers and customer support staff, with the focus of driving customer satisfaction, retention and long-term value. We are looking for an individual who is motivated, logical and robust, as these traits will best serve the relationships and interactions had, both internally and externally.
Key Responsibilities
* Lead Customer Success: Lead by example, managing customer relationships and success and support reports, ensuring they have the skills, tools, and resources needed to deliver a great service.
* Develop and Execute Customer Success Strategies: Create and implement strategies to maximise customer satisfaction, retention, and product adoption, whilst being able to adhere to SLAs.
* Feedback Loop and Product Improvement: Establish a systematic process for gathering customer feedback and insights. Collaborate with the product team to inform product development and improvements.
* Metrics and Performance Analysis: Define and track key performance indicators (KPIs) such as customer satisfaction scores (CSAT), and Net Promoter Score (NPS). Use data-driven insights to inform strategy adjustments.
* Cross-Functional Collaboration: Work closely with other functions to ensure a unified approach to customer success, aligning on customer messaging, product updates, and issue resolution.
Required Experience
* Experience managing customer success within B2B SaaS or software environments.
* Proven leadership experience, with the ability to mentor, and manage high-performing teams.
* Strong strategic and analytical skills, with experience developing and executing customer success strategies.
* Excellent communication and interpersonal skills, with the ability to engage effectively with both customers and internal stakeholders.
Bonus Points
* Experience with data and pricing insights.
* Experience working with or managing GTM.