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For Companies At a Glance
- Tasks: Lead a global team to enhance customer satisfaction and retention through strategic initiatives.
- Company: GlobalData helps clients decode the future with expert analysis and innovative solutions.
- Benefits: Enjoy a rewarding career with benefits in health, finances, fitness, travel, and tech.
- Why this job: Join a fast-paced, entrepreneurial environment where your contributions shape success and impact.
- Qualifications: Significant experience in customer success leadership within B2B subscription data or SaaS companies required.
- Other info: GlobalData values diversity and is an Equal Opportunity Employer.
The predicted salary is between 43200 - 72000 £ per year.
Who we are
GlobalData is a specialist information services business on a mission to help our clients decode the future, make better decisions and reach more customers. Using our unique data, expert analysis and innovative solutions we deliver intelligence on the world\’s largest industries for companies, government organisations and industry professionals.
We began our journey in 2016, by combining a diverse range of specialist information services companies, with decades of trusted customer relationships and deep sector specialisms. Today, we operate as a single company and one fully integrated platform, with more than 3,500 colleagues worldwide, across 20+ industries, delivering value for over 5,000 customers.
Why join GlobalData?
GlobalData is at a pivotal point in its growth journey. Following multiple acquisitions and having recently received transformational investment we need curious, ambitious, courageous people to support us in achieving our vision of becoming the world\’s trusted source of strategic industry intelligence.
Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. We recognise the collective power of our people, and it\’s the collaboration of our teams that have shaped our success and will continue to do so in the future.
The role
We are seeking a strategic and empathetic Head of Customer Success/Rev ops to lead our global team in enhancing customer satisfaction, retention, and expansion. This role is pivotal in shaping the customer\’s journey, developing detailed personas, and driving enablement initiatives to ensure our clients derive maximum value from our subscription-based solutions.
What you\’ll be doing
Customer Success Strategy & Leadership
- Develop and execute a comprehensive customer success strategy aligned with business objectives.
- Implement and manage market leading tools to better support our customers
- Lead, mentor, and scale a high-performing customer success team, fostering a culture of excellence and continuous improvement.
- Establish and monitor key performance indicators (KPIs) such as Gross and Net Revenue Retention, churn rate, and customer health scores
Customer Journey & Persona Development
- Map and continuously refine the end-to-end customer journey to enhance user experience and satisfaction by customer cohort
- Develop and maintain detailed customer personas to tailor engagement strategies effectively.
- Create codified onboarding and training paths for customers by segment and use case.
- Implement feedback loops to gather insights and drive improvements in customer interactions.
- Utilize Planhat to gain actionable insights, manage renewals, reduce churn, and boost expansion.
- Leverage Highspot to deliver targeted content and training, enhancing customer engagement and product adoption.
- Collaborate with cross-functional teams to ensure seamless integration and utilization of customer success tools.
Cross-Functional Collaboration
- Work closely with Sales, Product, and Marketing teams to align customer success initiatives with company goals.
- Provide customer insights to inform product development and marketing strategies.
- Participate in strategic planning and decision-making processes at the leadership level.
What we\’re looking for
- Significant experience in customer success leadership roles within B2B subscription data or SaaS companies.
- Proven track record of leading teams to achieve high customer retention and satisfaction rates.
- Strong proficiency in Planhat and Highspot, or similar CS tech, with the ability to leverage these tools for customer success initiatives.
- Excellent interpersonal and communication skills, with a customer-centric mindset.
- Experience in developing customer journeys, personas, and enablement programs.
- Ability to analyze data and translate insights into actionable strategies.
Preferred Qualifications
- Experience in a growth-stage company (10M-100M ARR).
- Background in managing diverse customer segments, including freemium/product-led growth models.
- Familiarity with CRM tools such as Salesforce and HubSpot.
- Experience in leading remote and international customer success teams.
In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit
GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Contact Detail:
GlobalData Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarise yourself with GlobalData's mission and values. Understanding their focus on customer satisfaction and strategic intelligence will help you align your approach during interviews, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Highlight your experience with customer success tools like Planhat and Highspot. Be prepared to discuss specific examples of how you've used these platforms to drive customer engagement and retention in previous roles.
✨Tip Number 3
Prepare to demonstrate your leadership style and how you foster a culture of excellence within teams. Think of examples where you've successfully mentored team members or led initiatives that improved customer satisfaction.
✨Tip Number 4
Research the latest trends in customer success, especially in B2B subscription models. Being knowledgeable about industry best practices will allow you to engage in meaningful discussions and show your commitment to continuous improvement.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Role: Before applying, take the time to thoroughly understand the responsibilities and requirements of the Head of Customer Success position. Tailor your application to highlight relevant experiences that align with the job description.
Craft a Compelling CV: Your CV should clearly showcase your experience in customer success leadership roles, particularly within B2B subscription data or SaaS companies. Use quantifiable achievements to demonstrate your impact on customer retention and satisfaction rates.
Write a Tailored Cover Letter: In your cover letter, express your enthusiasm for GlobalData and its mission. Highlight specific experiences that relate to developing customer journeys and personas, as well as your proficiency with tools like Planhat and Highspot.
Showcase Your Leadership Skills: Emphasise your ability to lead and mentor teams in your application. Provide examples of how you've fostered a culture of excellence and continuous improvement in previous roles, as this is crucial for the Head of Customer Success position.
How to prepare for a job interview at GlobalData Plc
✨Understand the Company’s Vision
Before your interview, take some time to research GlobalData's mission and recent developments. Understanding their goals will help you align your answers with their vision and demonstrate your enthusiasm for contributing to their growth.
✨Showcase Your Customer Success Experience
Be prepared to discuss specific examples from your past roles where you successfully improved customer satisfaction and retention. Highlight your experience with B2B subscription models and how you've used tools like Planhat and Highspot to drive results.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and strategic thinking. Prepare to discuss how you would handle various customer success scenarios, such as managing churn or developing customer personas, to showcase your expertise.
✨Emphasise Collaboration Skills
Since the role involves working closely with cross-functional teams, be ready to share examples of how you've successfully collaborated with sales, product, and marketing teams in the past. This will demonstrate your ability to integrate customer success initiatives with broader company goals.
