At a Glance
- Tasks: Lead and mentor a dynamic Customer Success team while driving customer value.
- Company: Join Giraffe360, a leading PropTech company with innovative technology.
- Benefits: Competitive salary, hybrid work, generous leave, and private health insurance.
- Other info: Enjoy a culture of ownership and opportunities for career progression.
- Why this job: Make a real impact in a fast-growing company and shape its future.
- Qualifications: 5+ years in Customer Success leadership with a focus on revenue generation.
The predicted salary is between 70000 - 80000 £ per year.
We’re growing — and we’d love you to grow with us. As we scale our footprint in the global PropTech market, we are looking for a Head of Customer Success to lead, mentor, and scale our Customer Success organisation. Reporting to the VP of Customer Services, you will manage a portfolio with global reach, instilling an agile, data-driven, and customer-obsessed culture. You are a strategic partner to the Head of Commercial, Product, and Marketing, responsible for ensuring that our customers don’t just use our technology, they unlock value from day one.
If you have 5+ years’ experience turning Customer Success functions into revenue-generating engines, and you thrive in a product-led environment, this could be the perfect role for you.
What you’ll be doing:- Lead, Scale, and Mentor: Lead a team of Customer Success Managers, including managing the managers. You will foster an environment of high performance, autonomy, and continuous development.
- Architect of Operations: Build "best-in-class" playbooks and operating systems. You’ll be the master of the pivot, seamlessly shifting between high-level quarterly strategic planning and the tactical execution required for monthly goal attainment.
- Partner for Growth: Act as the strategic partner to the Head of Commercial. You will bridge the gap between "signed deal" and "active value," creating a high-energy, frictionless onboarding workflow that dramatically reduces time-to-value.
- Strategic Escalation Management: Serve as the final authority on key account escalations, turning potential churn risks into opportunities for deepened loyalty and account expansion.
- Influence the Product Roadmap: Act as the primary cross-functional bridge between Customer Success, Product, and Marketing. You will structure the voice of the customer to ensure our product evolution aligns with user needs.
- Network & Represent: Serve as a brand ambassador and networker at industry events, elevating Giraffe360’s presence in the PropTech ecosystem.
- Experience: 5+ years of leadership experience within Customer Success, ideally in product-led, customer-centric SaaS or hardware/software organizations.
- Operational Rigor: You have a proven track record of building agile CS teams and designing playbooks that scale. You understand how to translate ambitious quarterly OKRs into daily, actionable workflows.
- Commercial Acumen: You understand that CS is a revenue function. You have experience driving NRR, mitigating churn, and partnering with Sales/Commercial teams to ensure smooth hand-offs and rapid adoption.
- Strategic Leadership: You are a "manager of managers" who can coach others to success. You are comfortable dealing with ambiguity and can navigate the complexities of a fast-growing scale-up.
- Cross-functional Influence: You have the ability to sit at the table with Product and Marketing leaders, using data and insights to advocate for the customer’s needs.
- Real Impact: You are not just filling a seat; you are building the function that defines our future growth. You will own the strategy, the process, and the outcomes.
- Scale-up Environment: We have the backing of £30M+ in venture funding and a proven product. This is your chance to lead during a high-growth phase where your work will have a tangible impact on the company’s trajectory.
- Culture of Ownership: We don't micromanage. We hire leaders who can define their own success and who are passionate about building something that lasts.
- Competitive salary of £70,000 - £80,000 plus bonus opportunity of up to 10% of base salary
- Hybrid working – 2 days per week in our Ancoats city-centre office (Currently Mondays & Thursdays)
- 25 days annual leave plus bank holidays
- Paid day off for your Birthday
- Enhanced parental leave and pay
- Fully covered private Health Insurance via Vitality
- Regular team socials and events
- Training, development, and genuine career progression opportunities
Giraffe360 is a breakthrough camera technology transforming how real estate content is created. Our all-in-one device combines high-accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans — at the push of a button. Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30+ countries, have raised £30M+ in venture funding, and employ 275+ people across four global hubs.
Ready to join a fast-growing company where your impact truly matters? Apply now and let’s grow together.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Bolton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Giraffe360. 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 Giraffe360 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 in Bolton
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 Giraffe360:Your cover letter is your chance to shine! Tell us why you want to work at Giraffe360 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 Giraffe360!
How to prepare for a job interview at Giraffe360
✨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.
