At a Glance
- Tasks: Lead and develop a Customer Success team to enhance client experiences and drive growth.
- Company: Join Keyloop, a pioneering tech company transforming the automotive industry.
- Benefits: Competitive pay, inclusive culture, career growth opportunities, and AI tools for productivity.
- Other info: No academic qualifications required; we value experience and potential.
- Why this job: Be at the forefront of digital transformation in the automotive sector and make a real impact.
- Qualifications: 5+ years in Customer Success leadership with strong project management skills.
The predicted salary is between 80000 - 100000 £ per year.
Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation.
How?
By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.
We use cutting-edge technology to link our clients’ systems, departments and sites.
We provide an open technology platform that’s shaping the industry for the future.
We use data to help clients become more efficient, increase profitability and give more customers an amazing experience.
Want to be part of it?
Purpose of the Role
Motortech AI is at an inflection point.
We have grown ahead of our original plan, withnationwide launches acrosslarge retail groups, Early Adopter programmeswith OEMs, and aare about to launch in Canada, Europeand the Middle East.
This growth demands a senior, accountable leader who can build a Customer Success function capable of delivering at enterprise scale - and sustainingit.
The Head of Customer Success owns the entire post-sale client journey: from the structured handover at contract signature, through discovery, implementation planning, go-live, and into ongoing account managementand value realisation.
You will build themethodologyand playbook that the team follows, line-manage a growing team of Customer Success Managers, and be the escalation point for client issues - replacing a model where that path runs directly to the COO.
This is a leadership and builder role in equal measure.
You will inherit a capable team and a business with real momentum.
Early on, your mandate is to hit the ground running and get your hands dirty - deep in the day-to-day to quickly understand the current process, professionalise what we have, and scale it to meet what is coming.
But the goal is to build a function that, in time, runs without you at the centre of every escalation: someone who can lift themselves above the noise to lead strategically and drive the function forward, rather than stay stuck firefighting within it.
Responsibilities
- Own and develop the Motortech AI Customer
Successmethodology: discovery framework, implementation planning standards, go-live criteria, hypercareprotocol and account management cadence.
- Lead, manage and develop the CS team - currently three CSMs, growing to five - providing direction, coachingand performance management.
- Serve as the senior implementation owner for ourmost strategic accounts - hands-on initially, then stepping back to an oversight role as the team matures -from contract signature through to stable live operation.
- Take structured handovers from the Implementation Consultant athypercareentry, ensuring continuity of context and client confidence through the transition.
- Act as the primary escalation point for client issues across the CS team, removing the COO from the default escalation path.
- Define and track CS performance metrics across the team: time-to-go-live, NPS, renewal rate, productadoptionand client health scores.
- Represent the CS function in leadership discussions and give the COO a clear line of sight into its health - a regular, structured reporting rhythm on client health, capacity, deliveryand commercial risk, so that oversight can shift from day-to-day involvement to strategic guidance.
- Build andmaintainstrong senior relationships with key accounts - up to and including C-level - serving as a trusted advisor and commercial anchor.
- Partner closely with the Solutions Consultant and Implementation Consultant on the presales-to-delivery handover process, ensuring client context is fully captured before onboarding begins.
- Work with Jeremy (Senior Product Manager) on a structured feedback loop between client experience and product roadmap - ensuring that issues surfacing in the field are captured, prioritisedand closed.
- Liaise with the wider Keyloop Customer Success teams where client onboarding spans multiple product streams.
- Recruit, onboard and develop new CSMs as the team grows, establishinga clear hiring profile and progression framework.
Requirements
- 5+ years in Customer Success, Professional Servicesor Implementation leadership, with at least 2 years in a people management role.
- Demonstrable experience building or significantly maturing a CSmethodology - playbooks, onboarding frameworks, handover protocols - ideally in a scaling Saa S business.
- Track recordof delivering complex, multi-stakeholder enterprise implementations on time and to agreed scope.
- Strong programme and project management skills: able to hold a plan, manage risk and communicate progress clearly to clients and internal leadership.
- Excellent relationship management at senior and C-level: credible, composed and commercially aware in client-facing situations.
- Experience managing a team through a period of growth and process change - comfortable building structure without over-engineering it.
- Sound judgement and the confidence to own decisions independently - comfortable being the point of accountability for the CS function andoperatingwith autonomy, so that leadership can step back knowing issues are being handled.
- Data-driven approach to team performance: able to define meaningful CS metrics, build dashboards and use data to drive decisions.
- Experience in B2B Saa S, automotive technology, or adjacent industries is a strong advantage.
- Familiarity with dealer management systems (CDK, Keyloop Drive, Autoline or similar) is a bonus, not a requirement.
Why join us?
We're on a journey to become market leaders in our space - and with that comes some incredible opportunities.
Collaborate and learn from industry experts from all over the globe.
Work with game-changing products and services.
Get the training and support you need to try new things, adapt to quick changes and explore different paths.
Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We're committed to fostering an inclusive work environment.
One that respects all dimensions of diversity.
We promote an inclusive culture within our business, and we celebrate different employees and lifestyles - not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent.
We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
Keyloop doesn't require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.
At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity.
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Head of Customer Success (MotorTech AI - A Keyloop Company) employer: Keyloop
Keyloop is an exceptional employer that champions innovation and inclusivity, making it a fantastic place for professionals looking to thrive in the technology sector. With a commitment to employee growth through training and collaboration with industry experts, Keyloop fosters a supportive work culture that values performance and diversity. Join us in shaping the future of automotive technology while enjoying competitive rewards and a dynamic work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success (MotorTech AI - A Keyloop Company)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Keyloop. 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 Keyloop 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 (MotorTech AI - A Keyloop Company)
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 Keyloop:Your cover letter is your chance to shine! Tell us why you want to work at Keyloop 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 Keyloop!
How to prepare for a job interview at Keyloop
✨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.
