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For Companies At a Glance
- Tasks: Lead Customer Success initiatives and drive customer satisfaction and retention.
- Company: Join a fast-growing tech company focused on delivering value to customers.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Shape the future of customer success and make a real impact on business growth.
- Qualifications: Experience in customer success and strong leadership skills required.
- Other info: Be part of a dynamic team at a pivotal moment in our growth journey.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for a Head of Customer Success to play a pivotal role in shaping how Definely delivers value to customers as the business continues to scale. This is a senior role with significant scope to influence both commercial outcomes and how our technology is adopted and embedded by enterprise customers.
You will be responsible for defining what great Customer Success looks like at Definely, from how we measure success and understand customer health, to how we drive long-term retention, expansion, and advocacy. The role offers a rare opportunity to build foundations that will have a lasting impact on the company, its customers, and how the business grows.
This is an exciting moment to join us, with the chance to make a meaningful contribution at a critical stage of our growth and to shape a function that sits at the heart of the company’s long-term success.
What you’ll do:
- Own core Customer Success outcomes, including gross revenue retention and net revenue retention
- Design and implement a scalable Customer Success operating model, including customer segmentation, adoption and engagement strategies, and lifecycle definitions
- Define and own customer health frameworks, success metrics, and reporting, creating a single source of truth for customer risk and opportunity
- Build and implement the Customer Success tech stack, selecting and embedding systems such as Gainsight, ChurnZero, or similar
Head of Customer Success in London employer: Definely
Contact Detail:
Definely Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We should know what makes Definely tick, so we can show how our skills align with their goals.
✨Tip Number 3
Practice your pitch! We need to be able to clearly articulate our experience and how it relates to the Head of Customer Success role. Keep it concise and impactful.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank you email can go a long way. It shows our enthusiasm and keeps us top of mind for the hiring team.
We think you need these skills to ace Head of Customer Success in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in customer success, retention strategies, and any relevant tech stack you've worked with. We want to see how you can bring value to Definely!
Showcase Your Impact: When detailing your past roles, focus on the impact you've made. Use metrics to demonstrate how you've driven customer retention or improved customer health. We love numbers that tell a story about your success!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build relationships and foster advocacy among customers. Share your passion for customer success and how you envision shaping this function at Definely.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Definely
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like gross revenue retention and net revenue retention. Be ready to discuss how you would measure these at Definely and what strategies you would implement to improve them.
✨Showcase Your Strategic Thinking
Prepare examples of how you've designed and implemented scalable customer success models in the past. Highlight your experience with customer segmentation and engagement strategies, as this will demonstrate your ability to shape the function at Definely.
✨Familiarise Yourself with Customer Health Frameworks
Understand what a customer health framework looks like and be prepared to discuss how you would define success metrics and reporting for Definely. This shows that you can create a single source of truth for customer risk and opportunity.
✨Tech Stack Savvy
Research tools like Gainsight and ChurnZero, and think about how you would build and implement a Customer Success tech stack. Being knowledgeable about these systems will show that you're ready to hit the ground running and make an immediate impact.
