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- Tasks: Lead a global team to ensure client satisfaction and retention while identifying growth opportunities.
- Company: Giftify is a global leader in customizable gift card solutions, enhancing client engagement worldwide.
- Benefits: Enjoy hybrid work flexibility and collaborate with a diverse team of over 25 nationalities.
- Why this job: Shape client relationships in a growing fintech company that values meaningful connections and long-term growth.
- Qualifications: 5+ years in account management or customer success, strong leadership skills, and CRM proficiency required.
- Other info: Willingness to travel for client meetings and events across Europe is essential.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board.
About Giftify:
Giftify is a global leader in customizable gift card solutions, partnering with over 500 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.
Role Overview:
The Head of Customer Success will be responsible for overseeing the success and satisfaction of Giftify’s clients globally. This position requires a customer-focused leader with a deep understanding of account management, ideally within the payments or retail sectors. Leading a global team of Customer Success Managers, you will ensure that client needs are met, retention is high, and opportunities for upselling and cross-selling are maximized.
Key Responsibilities:
- Leadership: Manage and mentor a team of Client Success Managers, ensuring they provide outstanding service and maintain strong client relationships.
- Client Retention & Satisfaction: Develop strategies to ensure high levels of client satisfaction, retention, and loyalty. Regularly engage with clients to understand their needs and challenges.
- Account Growth: Identify opportunities for upselling and cross-selling Giftify’s products and services to existing clients.
- Performance Monitoring: Set clear KPIs for the customer success team, monitor performance, and provide regular feedback.
- Client Advocacy: Act as the voice of the client within Giftify, collaborating with product, legal, finance, and implementation teams to ensure client needs are met.
- Reporting & Insights: Provide regular reports and insights to senior management on client performance, satisfaction, and opportunities for improvement.
- Travel: Attend client meetings and represent Giftify at events across Europe. Travel as required.
- Optimizing Operations: Improve processes and automation, enhance the customer experience, and establish the necessary foundations to support further scalability.
Qualifications:
- Proven experience in account management, customer success, or a related field, ideally in payments, retail, or a similar sector.
- Strong leadership skills with experience managing account management or customer success teams.Experience managing remote teams is a plus.
- 5+ years of experience with a focus on client retention, satisfaction, and upselling.
- Excellent communication and relationship-building skills.
- Proficient in CRM tools (e.g., Hubspot) and performance tracking.
- Fluent in English, with additional European languages as a plus.
- Willingness to travel.
Why Join Us?
- Opportunity to lead the customer success function and shape client relationships in a growing fintech company.
- Work in a collaborative international environment with over 25 nationalities.
- The role is based in Belgium from our Brussels office with the flexibility of hybrid work.
- Join a company that values meaningful client relationships and long-term growth.
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Head of Customer Success employer: Giftify
Contact Detail:
Giftify Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarize yourself with the payments and retail sectors. Understanding the specific challenges and opportunities in these industries will help you speak confidently about how you can drive customer success at Giftify.
✨Tip Number 2
Highlight your leadership experience, especially in managing remote teams. Giftify values strong leaders who can mentor and guide their Customer Success Managers, so be ready to share examples of your past successes.
✨Tip Number 3
Prepare to discuss strategies for client retention and upselling. Think about innovative approaches you've used in the past to enhance client satisfaction and loyalty, as this will resonate well with Giftify's mission.
✨Tip Number 4
Showcase your proficiency with CRM tools like Hubspot. Being able to demonstrate your skills in performance tracking and reporting will be crucial, as these are key aspects of the Head of Customer Success role.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Company: Before applying, take some time to understand Giftify's mission and values. Familiarize yourself with their customizable gift card solutions and how they engage with clients globally.
Tailor Your CV: Highlight your experience in account management and customer success, especially within the payments or retail sectors. Make sure to showcase your leadership skills and any experience managing remote teams.
Craft a Compelling Cover Letter: Write a cover letter that emphasizes your customer-focused approach and your strategies for client retention and satisfaction. Mention specific examples of how you've successfully managed client relationships in the past.
Showcase Relevant Skills: In your application, be sure to mention your proficiency with CRM tools like Hubspot and your ability to set and monitor KPIs. Highlight your communication skills and any additional languages you speak.
How to prepare for a job interview at Giftify
✨Showcase Your Leadership Skills
As the Head of Customer Success, you'll be managing a team. Be prepared to discuss your leadership style and provide examples of how you've successfully mentored and developed teams in the past.
✨Demonstrate Client-Centric Thinking
Giftify values client satisfaction and retention. Share specific strategies you've implemented to enhance client relationships and how you’ve addressed client challenges effectively.
✨Highlight Your Experience with Upselling
Since account growth is a key responsibility, come ready to discuss your experience with upselling and cross-selling. Provide concrete examples of how you've identified opportunities and successfully increased revenue from existing clients.
✨Prepare for Performance Metrics Discussion
Be ready to talk about KPIs you've set in previous roles and how you've monitored team performance. Discuss how you provided feedback and made adjustments to improve client success outcomes.
