At a Glance
- Tasks: Lead and develop a high-performing Customer Success team while driving strategic customer conversations.
- Company: PE-backed Regulatory Technology business with ambitious growth plans.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional development.
- Other info: Join a market-leading SaaS platform focused on reducing cyber risk and enhancing customer value.
- Why this job: Make a real impact in a data-driven Customer Success function that drives commercial outcomes.
- Qualifications: Experience in leading Customer Success teams within a SaaS environment and a commercial mindset.
The predicted salary is between 80000 - 100000 £ per year.
The Company
- PE-backed Regulatory Technology business approaching
- £45M ARR , with ambitious plans to reach
- Market-leading Saa S platform helping organisations reduce cyber risk through security awareness and compliance.
- A Customer organisation of 40+ people spanning Customer Success, Account Management, Onboarding and Managed Services.
- Significant investment into the customer technology stack, including Salesforce, Gong and Hook, creating a genuinely data-driven Customer Success function.
- A business that believes Customer Success should drive commercial outcomes, not just customer happiness.
The Opportunity
Taking the lead for the Scaled Customer Success function, you'll define how a modern scaled CS organisation operates, leading two Customer Success Managers whilst remaining a highly visible, customer-facing leader.
You'll be just as comfortable coaching your team as you are stepping into executive customer conversations, driving adoption, challenging stakeholders and influencing commercial outcomes across a
£4-5M ARR portfolio of almost 1,000 customers.
This isn't a role for someone who wants to manage from behind a dashboard.
They're looking for someone with the credibility and gravitas to become the senior Customer Success voice in the room when it matters most, leading strategic customer conversations, supporting complex accounts and setting the standard for commercial Customer Success.
What You'll Be Doing
- Leading, coaching and developing two Customer Success Managers.
- Owning the strategy, health and performance of a scaled customer portfolio worth approximately
- Delivering executive customer meetings, webinars and strategic business reviews.
- Partnering closely with Account Management to maximise customer retention and renewal success.
- Using customer health, engagement and product usage data to proactively identify risk and opportunity.
- Working alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
- Acting as the senior escalation point for complex customer situations, leading by example through your own customer interactions.
About You
You'll bring
- Experience leading Customer Success teams within a Saa S environment.
- A proven track record managing scaled or high-volume customer portfolios.
- A commercial mindset, understanding that Customer Success exists to deliver customer outcomes that protect and grow revenue.
- The confidence and credibility to influence senior stakeholders and challenge customers constructively when required.
- A data-led approach, using customer health, engagement and product adoption to prioritise activity.
- A coaching mentality, developing those around you whilst setting the standard through your own customer interactions.
Most importantly...
You understand that Customer Success isn't about keeping customers happy.
It's about understanding why customers invested in your platform, aligning around the outcomes they're trying to achieve and ensuring those outcomes are realised.
You'll be comfortable having difficult conversations, influencing senior stakeholders and acting as the commercial partner who keeps customer value, adoption and retention firmly aligned.
Head of Customer Success (Scaled) in Coventry employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Join a dynamic and rapidly expanding scale-up that is redefining the SaaS landscape, offering a unique opportunity for a Customer Success Manager to thrive in a supportive and flexible work environment. With a focus on digital engagement and a commitment to employee well-being, the company provides competitive salaries, wellness benefits, and share options, all while fostering a culture that values work-life balance and personal growth. This role not only allows you to leverage your skills in a meaningful way but also positions you at the forefront of innovative customer strategies within a globally recognised organisation.
Contact Details:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success (Scaled) in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success (Scaled) in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses:Your cover letter is your chance to shine! Tell us why you want to work at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
