At a Glance
- Tasks: Lead customer success strategy and ensure exceptional service delivery for enterprise clients.
- Company: Dynamic tech company revolutionising the food industry with a collaborative culture.
- Benefits: 30 days leave, free lunches, professional development budget, and wellness perks.
- Other info: Hybrid work model with vibrant office in Shoreditch and excellent career growth opportunities.
- Why this job: Make a real impact in a fast-growing company while leading a passionate team.
- Qualifications: 3-4 years in Customer Success or Account Management, strong leadership skills required.
The predicted salary is between 65000 - 80000 £ per year.
- Head of Customer Success
- Location: Old Street, Shoreditch (Hybrid – minimum 3 days per week in office: Tuesday, Wednesday & Thursday)
- Salary: £65,000 - £80,000 base (depending on experience)
- Function: Sales & Account Management
- Experience Level: 3–4 years experience
- Eligibility: Must have the right to work in the UK (Visa sponsorship is not available)
- About Our Client
Our client is a forward-thinking technology company operating a fast-growing, purpose-driven platform within the corporate food space.
They are passionate about revolutionising the food industry and are looking for a dynamic leader to support their ongoing expansion across multiple markets.
They champion an inclusive, collaborative culture and are an Equal Employment Opportunity Employer dedicated to building a diverse and supportive team.
The Role
As the Head of Customer Success, you will lead the strategic vision for the customer success department, ensuring exceptional service delivery and driving long‑term retention.
Managing a dedicated portfolio of enterprise clients, you will own critical performance metrics, lead an internal team, and collaborate cross‑functionally to align customer success initiatives with broader business objectives.
Key Responsibilities
- Strategy & Execution: Develop and implement a comprehensive customer success strategy to maximise satisfaction, retention, and customer lifetime value.
- Portfolio Management: Directly lead and nurture our client's enterprise portfolio, serving as a trusted advisor and advocate for key stakeholders.
- Team Leadership: Manage, coach, and mentor a team of Customer Success Managers to ensure performance targets are exceeded.
- Metric Ownership: Maintain full accountability for churn rates, customer satisfaction scores, and upsell/cross‑sell revenue targets.
- Cross‑Functional Collaboration: Partner with Sales, Marketing, and Product teams to align goals and streamline the customer journey.
- Process Optimisation: Refine onboarding, training, and support workflows to ensure a seamless experience for all corporate clients.
- Growth & Expansion: Proactively identify opportunities for upselling and cross‑selling additional products or services to existing accounts.
Who You Are
- Industry Passion: You are genuinely passionate about food and the corporate hospitality/tech industry.
- Proven Leader: You possess strong leadership skills with a track record of motivating teams to achieve and exceed targets.
- Strategic & Data‑Driven: You take an analytical approach to problem‑solving, utilizing CRM software and CS tools to track interactions and drive insights.
- Relationship Builder: You possess excellent communication, negotiation, and interpersonal skills to seamlessly influence key corporate stakeholders.
- Adaptable: You thrive in fast‑paced, dynamic startup environments and can pivot quickly to changing priorities.
- Experience: 3–4 years of experience in Customer Success or Account Management. Experience within the B2B food industry is highly advantageous.
- Language: Fluent English is required.
Benefits
- Time Off: 30 days annual leave + dedicated volunteer days off.
- Food Perks: Free daily lunch via their innovative internal platform when in the office, plus a team breakfast every Tuesday.
- Professional Growth: Learning & development budget, alongside 6 dedicated days per year for professional development.
- Health & Wellness: On‑site gym, eyecare vouchers, and a choice of two Cycle‑to‑Work schemes.
- Financial & Lifestyle: Salary sacrifice pension scheme, salary sacrifice childcare scheme, and access to hundreds of retail discounts.
- Workplace Comfort: A remote‑working budget to set up your home space, combined with a vibrant HQ in Shoreditch for your office days.
- #J-18808-Ljbffr
Head of Customer Success employer: Foundation Partners
Foundation Partners is an exceptional employer that prioritises employee engagement and development within a vibrant work culture. With a competitive salary range of £40,000 to £50,000 per annum, employees benefit from valuable perks and opportunities for professional growth, making it an ideal place for those passionate about shaping HR operations and supporting diverse clients.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foundation Partners. 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 Foundation Partners 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
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 Foundation Partners:Your cover letter is your chance to shine! Tell us why you want to work at Foundation Partners 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 Foundation Partners!
How to prepare for a job interview at Foundation Partners
✨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.
