At a Glance
- Tasks: Lead and transform the Customer Success team to enhance client experiences and drive growth.
- Company: Artlogic, a leading tech platform revolutionising the art world.
- Benefits: Profit sharing, 25 days leave, flexible working, and premier health insurance.
- Other info: Exciting opportunity for career growth in a rapidly expanding company.
- Why this job: Join a dynamic team shaping the future of art technology and customer success.
- Qualifications: Proven leadership in Customer Success, ideally in SaaS or tech environments.
The predicted salary is between 72000 - 88000 £ per year.
Reports to
VP of Customer
Line Manages
Customer Success Leads, CSMs, Tech touch CSM and Migrations CAE
Works with
Client Team, Sales Team, wider Artlogic team
Location
London
Term
Interim (15 months)
About us
Artlogic is a leading technology platform for the art world.
Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses.
The company's integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.
In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach.
Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town.
Today, Artlogic is entering an exciting new chapter through its merger with Art Cloud, another industry leader in art technology.
Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world.
This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide.
Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.
About the role
Leading a newly formed Customer Success team (High, Medium, Low and Tech Touch Customer Success, alongside Migrations and two Team Leads) you will provide clarity, consistency and direction during a period of change.
You will coach and develop leaders, strengthen collaboration across the team and ensure our people are equipped to deliver exceptional customer outcomes.
Working closely with the VP of Customers and wider leadership team, you will assess the current Customer Success function and implement practical improvements across people, processes, customer journeys, tooling and performance.
With responsibility spanning Artlogic and Art Cloud, you will help create greater alignment across products and teams while strengthening customer adoption, retention and expansion.
As an interim transformation role, the focus is on delivering meaningful change and leaving the function stronger than you found it.
Success will mean a capable leadership team, embedded and scalable ways of working, greater operational maturity and a stable, high-performing Customer Success organisation positioned to support Artlogic's continued growth.
Key Responsibilities
- Leading Customer Success
- Lead the Customer Success function through transformation, establishing clear priorities, ownership, responsibilities and ways of working.
- Assess and continuously improve the operating model, customer journeys, processes, playbooks and tooling to drive consistency, efficiency and customer outcomes.
- Establish clear operating rhythms, KPIs, governance and reporting across customer health, adoption, retention, expansion, operational performance and business risk.
- Use customer and operational data to identify trends, proactively manage risk and opportunities, and inform business decision-making.
- Partner across Sales, Product, Support, Migrations and Engineering to align Customer Success with wider business priorities, strengthen the customer experience and ensure the function is scalable for future growth.
- Management of CS team
- Provide clear day-to-day leadership, priorities and objectives for CSMs and Team Leads, ensuring accountability against Customer Success goals and KPIs.
- Support CSMs with complex customer escalations, providing coaching and practical recommendations on the best course of action, and joining escalated customer conversations directly where senior involvement is needed.
- Coach and develop CSMs and Team Leads, assessing capability and providing targeted development, training and support to strengthen performance and leadership capability.
- Establish consistent management rhythms, including one-to-ones, performance reviews, coaching and team meetings, fostering a collaborative and high-performing culture.
- Support recruitment, onboarding, succession and resource planning to build team capability, resilience and readiness for future growth.
- Lead the team through organisational change and embed a commercially minded approach that balances exceptional customer outcomes with adoption, retention, renewal and expansion.
- Customer Success Operations & Transformation
- Assess and optimise Customer Success operations, identifying opportunities to improve processes, customer journeys, tooling, automation and operational efficiency.
- Develop and embed scalable customer health frameworks, success metrics and intervention strategies that enable proactive management of customer risk and opportunity.
- Strengthen lifecycle processes across migration, onboarding, adoption, retention and expansion, ensuring clear ownership and seamless customer transitions.
- Establish effective operational reporting and use customer health, retention and performance data to drive action, improve forecasting and measure customer and commercial outcomes.
- Lead continuous improvement across the function, resolving operational challenges and complex customer issues at root cause while embedding sustainable, scalable solutions.
- Post Sales Customer Lifecycle Ownership
- Assess the current retention operating model and recommend improvements that maximise customer retention while making the most effective use of team resources.
- Develop scalable churn mitigation strategies, playbooks and intervention processes.
- Formalise workflows supporting Artlogic and AEG customers transitioning to Art Cloud, ensuring clear ownership and consistent customer experiences.
- Improve reporting and forecasting of customer risk, enabling proactive intervention and better business visibility.
- Own the customer expansion strategy, partnering with Sales, Marketing, and Product to maximize expansion revenue through scalable expansion programs, account planning, executive engagement, and value-based customer outcomes.
- Establish the operating cadence, metrics, forecasting, and cross-functional processes that enable Customer Success to consistently identify, influence, and accelerate expansion opportunities.
- Engagement
- Review and improve the retention operating model to reduce churn and make effective use of team resources.
- Develop scalable churn mitigation strategies, playbooks and proactive intervention processes.
- Establish clear workflows for Artlogic and AEG customers transitioning to Art Cloud, ensuring consistent ownership and customer experience.
- Improve customer risk reporting and forecasting to enable earlier intervention and greater business visibility.
- Own the customer expansion strategy, partnering with Sales, Marketing and Product to identify and accelerate opportunities for growth.
- Establish clear processes, metrics and operating rhythms that enable Customer Success to consistently influence retention and expansion outcomes.
- Cross-Functional Leadership
- Develop strong working relationships across Product, Marketing, Sales, Support, Engineering and Operations whilst championing collaboration across teams to create a unified customer experience.
- Create effective customer feedback loops that inform product development and customer experience improvements.
- Use data and insight to identify trends affecting customer health and proactively recommend improvements across the wider business.
- Support executive reporting through meaningful dashboards, analysis and recommendations.
About You
- Significant Customer Success leadership experience, ideally within a Saa S or technology business.
- A proven track record of leading teams through transformation, organisational change or rapid growth.
- Experience building, developing and coaching high-performing teams, including managers and emerging leaders.
- The ability to quickly assess what's working, identify opportunities for improvement and translate strategy into practical action.
- Experience developing scalable Customer Success operating models, processes, playbooks and customer journeys.
- Strong knowledge of customer segmentation and High, Medium, Low and Tech Touch Customer Success models.
- A strong commercial understanding of customer adoption, retention, churn, renewals and expansion.
- Confidence using customer data, dashboards, forecasting and KPIs to identify risk, prioritise opportunities and drive performance.
- Strong cross-functional leadership skills, with the ability to build effective partnerships across Sales, Product, Marketing, Support, Engineering and Operations.
- The ability to create clarity, accountability and momentum while supporting teams through periods of change.
- A balance of strategic leadership and hands-on delivery, with the willingness to get close to customers, teams and operational challenges when needed.
- Sound judgement and adaptability, with the ability to operate effectively in ambiguity and make informed decisions at pace.
- A customer-first mindset and a focus on leaving behind stronger leaders, scalable ways of working and a Customer Success organisation positioned for long-term growth.
What we offer
- Company profit sharing scheme
- 25 days annual leave (plus 10 public holiday days)
- Long service entitlement
- Flexible working
- Premier private health insurance including dental, optical & EAP
- Childcare nursery benefit scheme
- Cycle to work scheme
- Tech buying scheme
- Free eye test
- Company pension scheme
- A focus on continued professional development including access to courses and training programs
- #J-18808-Ljbffr
Interim Head of Customer Success employer: Artlogic
Artlogic is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those looking to make a meaningful impact in the art sector. With a strong focus on professional growth, employees benefit from comprehensive support, including profit sharing, generous annual leave, and a robust pension scheme, all within the vibrant setting of London. Join us to be part of a team that values creativity and technical excellence while solving real-world challenges for art professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Head of Customer Success
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Artlogic.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Artlogic. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Interim Head of Customer Success
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Artlogic.
How to prepare for a job interview at Artlogic
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Artlogic's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Artlogic offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
