At a Glance
- Tasks: Lead a dynamic Customer Success team to enhance customer retention and drive growth.
- Company: Join a high-growth B2B SaaS business in a pivotal leadership role.
- Benefits: Competitive salary, uncapped commission, and hybrid working model.
- Other info: Opportunity to develop a high-performing culture and improve customer experiences.
- Why this job: Make a real impact on customer success strategies and business growth.
- Qualifications: Proven experience in leading Customer Success teams in B2B SaaS.
The predicted salary is between 51750 - 63250 £ per year.
- Head of
- Customer
- Success
Salary: £80,000£90,000 + uncapped commission An exciting opportunity has arisen for an experienced Head of Customer Success to join a high-growth B2B Saa S business during a pivotal stage of its growth journey.
This is a strategic leadership role where you'll own the Customer Success function, leading a team of Customer Success Managers while driving customer retention, product adoption, renewals and revenue growth.
Working closely with the Head of Revenue and wider leadership team, you'll build scalable Customer Success processes, improve operational performance and use customer data to reduce churn and maximise customer lifetime value.
Responsibilities
- Lead and develop a team of Customer Success Managers across Strategic, Scale and Partnership accounts.
- Own Customer Success strategy across onboarding, adoption, renewals and expansion.
- Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Net MRR Churn and customer engagement.
- Build customer segmentation, health scoring, success playbooks and renewal frameworks.
- Analyse customer usage data to identify churn risks and increase product adoption.
- Forecast renewals and expansion opportunities across the customer portfolio.
- Act as the senior escalation point for strategic customer relationships.
- Partner with Sales, Product, Marketing and Revenue teams to improve the customer experience and influence business strategy.
- Develop a high-performing, commercially focused Customer Success culture.
About You You'll be an experienced Customer Success leader with a strong commercial mindset and a proven track record of improving customer retention within a B2B Saa S environment.
You'll have
- Significant experience leading Customer Success teams within B2B Saa S.
- Strong understanding of GRR, NRR, Net MRR Churn, renewals and customer lifecycle management.
- Experience reducing churn and driving customer growth.
- Strong commercial negotiation and stakeholder management skills.
- Experience creating scalable Customer Success processes and operational frameworks.
- A data-led approach with the ability to turn customer insights into measurable...
Customer Success Team Manager in London employer: develop
As a Central Government Sector Leader at our client, you will join an innovative AI-native consultancy that prioritises employee growth and offers a dynamic work culture. With a competitive salary and substantial bonus potential, you will have the opportunity to shape the future of public sector consulting while enjoying a flexible work environment in Farringdon, fostering collaboration and creativity among talented professionals dedicated to making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Team Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at develop. 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 develop 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 Customer Success Team Manager in London
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 develop:Your cover letter is your chance to shine! Tell us why you want to work at develop 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 develop!
How to prepare for a job interview at develop
✨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.
