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- Tasks: Lead a team to ensure customers thrive with our products and services.
- Company: QA is dedicated to transforming customer experiences and promoting wellbeing.
- Benefits: Enjoy competitive salary, 27 days leave, study support, and hybrid working.
- Why this job: Make a real impact in customer success while developing your leadership skills.
- Qualifications: 5+ years in a fast-paced Customer Success role with strong relationship management skills.
- Other info: Join a diverse team that values personal development and community engagement.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
Sales – Digital Customer Success & Consultancy
Title
Head of Customer Success Platform
Contract type
QA Ltd Permanent
Job advert
Head of Customer Success (Platform)
Londonwith potential travel
Yourrole istransformative in shaping exceptional customer experiences. This strategic leadership position is at the heart of our mission, ensuring that every customer not only achieves success but thrives using QA’s products and services.
You will be passionate about creating value and leading high-impact teams, with the real desire to make a positive difference!
Key Responsibilities:
- Ensure customer success strategies are adaptable across evolving product lines and service models
- Structure and lead a team of Customer Success Managers & Sales Engineers to support pre & post customer sale, onboarding, customer engagement & product adoption, service governance, health & satisfaction, continuous improvement and customer retention.
- Drive renewals, upsells, and cross-sells by identifying opportunities for expansion.
- Reduce churn by proactively addressing customer concerns and ensuring ongoing value delivery.
- Work closely with Product to understand and influence strategy & product development initiatives, representing the customer voice.
Experience:
- You have minimum 5 years experience in a Customer Success environment that is fast-paced and change intensive
- Proven success working across organisational systems & best practice to deliver optimal customer experiences and outcomes
- Demonstrates resilience, growth mindset and ability to understand, review and drive opportunities for growth and evolution
- Excellent relationship and senior stakeholder management capabilities with strong influencing skills. Collaborates easily & effectively, building trusted advisor status through regular honest & effective communication
- Manages a team with empathy, curiosity and desire to support development of individuals, helping them to achieve their goals
What We'll Do For You!
In return we can offer:
Competitive salary with a whole host of excellent benefits
27 days annual leave
Study support package
3 full training days from a wide range of courses
Continuous personal development
2 days off for charity work
Work for a company that promotes Wellbeing (Mindfulness classes, fitness classes, wellbeing campaigns throughout the year with QA's approved listeners)
Hybrid working
Equal Opportunities:
At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.
If you are interested please apply below or reach out to Tim Heaney tim.heaney@qa.com
#LI-TH1#LI-London
Vacancy locationLocation
London, London, London (International House)
Handled byHandled by
- Jonathon Cook
- Vidita Kabbe – QA
- Kerry Firth
- Tim Heaney- QA
Primary handler
Tim Heaney- QA
Last name
Heaney- QA
Forename
Tim
Tim.Heaney@qa.com
Job DescriptionAttachmentHead of Customer Success Platform.docx (100 Kb)\\n#J-18808-Ljbffr
Head of Customer Success Platform employer: Futureshaper.com
Contact Detail:
Futureshaper.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success Platform
✨Tip Number 1
Network with professionals in the Customer Success field, especially those who have experience in leadership roles. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends in customer success strategies.
✨Tip Number 2
Research QA's products and services thoroughly. Understanding their offerings will allow you to speak confidently about how you can enhance customer experiences and drive value for clients during any discussions or interviews.
✨Tip Number 3
Prepare to discuss your previous successes in reducing churn and driving renewals. Have specific examples ready that demonstrate your ability to identify opportunities for growth and how you've effectively managed teams to achieve these goals.
✨Tip Number 4
Showcase your leadership style by highlighting your empathy and curiosity in managing teams. Be ready to share how you support individual development and foster a collaborative environment, as this aligns with the values QA promotes.
We think you need these skills to ace Head of Customer Success Platform
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required experience. Tailor your application to highlight how your background aligns with the transformative nature of the Head of Customer Success Platform role.
Highlight Relevant Experience: Emphasise your minimum 5 years of experience in a fast-paced Customer Success environment. Provide specific examples of how you've driven customer success strategies, managed teams, and improved customer satisfaction.
Showcase Leadership Skills: Demonstrate your ability to lead high-impact teams by sharing instances where you've successfully managed individuals, fostered their development, and created a positive team culture. Highlight your relationship management and influencing skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for creating value and making a positive difference. Use this opportunity to connect your personal values with the company's mission and explain why you're the ideal candidate for this strategic leadership position.
How to prepare for a job interview at Futureshaper.com
✨Understand the Customer Success Landscape
Familiarise yourself with the latest trends and best practices in customer success. Be prepared to discuss how you can adapt strategies across evolving product lines and service models, as this role is all about ensuring customers thrive.
✨Showcase Your Leadership Skills
Highlight your experience in managing teams effectively. Discuss how you've led Customer Success Managers and Sales Engineers in the past, focusing on your ability to foster a supportive environment that encourages individual growth and team collaboration.
✨Demonstrate Your Problem-Solving Abilities
Be ready to provide examples of how you've proactively addressed customer concerns and reduced churn. This will show your potential employer that you can ensure ongoing value delivery and drive renewals, upsells, and cross-sells.
✨Communicate Your Vision for Customer Engagement
Articulate your vision for enhancing customer engagement and satisfaction. Discuss how you would work closely with product teams to represent the customer voice and influence product development initiatives, showcasing your strategic thinking.
