Head of Customer Success

Airship has an exciting opportunity for a Head of Customer Success to join the team! Location: Park Hill, Sheffield, S2 5QX (5 mins walk from the train station) Salary: £45-50k per annum Job Type: Full-time, Permanent Head of Customer Success – About Us: Airship is an established company based in Sheffield. We build SaaS products that serve the best and most exciting brands in UK hospitality spanning every category – from well known high street chains to small independents. At Airship we understand that great service and products are built by happy people. We are passionate about creating an environment that is highly supportive, friendly, and flexible, and which will enable our team to do their best work. Our people come from a range of backgrounds and life experiences and we are an inclusive and diverse team who are welcoming to all. We asked them how they would describe Airship to a friend and they said: ‘It’s super-supportive. Everyone always tries their best to help when you have a problem. No judgment at all.’ Head of Customer Success – The Role: We’re looking for a new Head of Customer Success to come and join us. As Head of Customer Success, you will oversee four teams covering Onboarding and Delivery, Support, Account Management and Print and Fulfilment. You’ll have the opportunity to deploy all of your diverse skill sets and interests, ultimately helping customers to succeed with our products, and grow long-term commercially successful and mutually beneficial relationships. This role requires a strong leader who can collaborate across departments and align customer success initiatives with overall business goals. Head of Customer Success – Responsibilities: – Define and execute the Customer Success strategy to drive customer satisfaction, retention, and expansion – Develop metrics and KPIs to measure customer health, team performance, and business impact – Serve as the voice of the customer within the organisation, advocating for their needs and success – Collaborate with leadership to align customer success goals with the company’s strategic objectives – Foster a customer-centric and collaborative culture within the team – Oversee key accounts and maintain relationships with high-value customers to ensure satisfaction and retention – Develop frameworks for customer engagement, ensuring a proactive and consultative approach to account management – Address escalated customer concerns and ensure swift resolution to maintain trust and loyalty – Drive customer retention strategies, identifying opportunities to reduce churn and increase lifetime value – Collaborate with sales and marketing to identify upselling and cross-sell opportunities – Partner with Product and Engineering teams to ensure customer feedback is integrated into product development and enhancements Head of Customer Success – You: – Demonstrated experience building, leading, and mentoring high-performing customer success teams, with a track record of fostering collaboration, driving continuous improvement, and exceeding performance goals – Possesses a strategic mindset with the ability to analyse customer data, identify trends, and develop proactive strategies to improve customer experience and drive business growth – A genuine passion for customer success with a deep understanding of customer journey mapping, lifecycle management, and retention strategies – Excellent written and verbal communication skills, with the ability to build rapport, effectively convey complex information, and influence stakeholders at all levels – Strong analytical skills with experience using data to track key metrics, measure performance, and identify areas for improvement – Process-Oriented: Adept at developing and implementing scalable processes for customer onboarding, support, and success management, leveraging automation tools and best practices to optimise efficiency Head of Customer Success – Benefits: We are largely an in-person team, and we enjoy the collaboration that that brings. For the first 3 months you’ll be in the office at least 4 days a week, learning from the rest of the team. After that you’ll be in the office at least 3 days a week. – Holidays: 25 days holiday + bank holidays + your birthday off. Plus, a buy and sell leave scheme and an extra day off after you’ve been here 3 years – 10% time: 10% of your time to learn something new – Health Insurance: Full private health insurance provided – Family Friendly Policies: Including 26 weeks full pay for maternity leave and flexible working – Cycle-to-Work Scheme: Plus, secure bike storage at our office – Dog Friendly: If you’ve got one, it's welcome at the office To apply for the role of Head of Customer Success, click “Apply” below