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- Tasks: Lead a dynamic team to enhance customer success and drive retention strategies.
- Company: Join a fast-growing HR/Payroll tech start-up with ambitious goals.
- Benefits: Competitive salary up to £120k+ OTE and opportunities for professional growth.
- Why this job: Shape customer experiences and influence company strategy in a vibrant start-up culture.
- Qualifications: 8+ years in Customer Success, with 5+ years in leadership roles required.
- Other info: Ideal for strategic thinkers passionate about customer-centric solutions.
The predicted salary is between 72000 - 108000 £ per year.
Job Title: Head of Customer Success – HR/Payroll Tech – Start-up – up to £90k-£120k+ OTE
Position Overview: My client is looking for an ambitious, driven, and commercial leader to join their rapidly growing start-up. As Head of Customer Success, you will lead the growing CS Function, reporting directly to the Founder.
In This Role, You Will:
- Lead and Empower a team of Customer Success Managers, fostering a customer-centric, high-performance environment.
- Drive Retention and Expansion by collaborating with Sales and Product teams to identify upsell and cross-sell opportunities.
- Understand Customer Needs thoroughly, providing tailored solutions to maximise their success on our platform.
- Collaborate Closely with Product and Engineering to convey customer feedback and support feature development.
- Influence Go-to-Market Strategy by partnering with revenue leadership and advocating for customer-focused decisions.
- Establish Key Metrics and Processes to monitor customer health, track success metrics, and ensure exceptional experiences.
- Manage High-Value Relationships by serving as the escalation point for strategic accounts and building connections with senior executives.
- Inspire a Culture of Excellence, equipping your team with the tools to deliver outstanding service.
Your Skills & Experience:
- 8+ years in Customer Success, Account Management, or a related role in SaaS, with at least 5 years in a leadership position.
- Proven ability to build and scale effective customer success teams.
- Expertise in the customer lifecycle and success metrics within SaaS.
- Strong communication, negotiation, and relationship-building skills can influence senior stakeholders.
- A data-driven mindset, using KPIs and feedback to enhance processes.
Preferred:
- Knowledge of subscription-based models, customer lifecycle management, and retention strategies.
- HR Tech experience
- Strategic thinker with experience translating big-picture goals into actionable plans.
- Proven experience in cross-functional collaboration, particularly with Sales, Product, and Engineering teams.
Head of Customer Success employer: OJ Digital
Contact Detail:
OJ Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Make sure to showcase your leadership experience in Customer Success. Highlight specific examples where you've built and scaled teams, as this is crucial for the Head of Customer Success role.
✨Tip Number 2
Demonstrate your understanding of the customer lifecycle and success metrics. Be prepared to discuss how you've used data to drive retention and expansion in previous roles.
✨Tip Number 3
Emphasize your ability to collaborate with cross-functional teams, especially Sales and Product. Share examples of how you've influenced go-to-market strategies through customer feedback.
✨Tip Number 4
Show your strategic thinking skills by discussing how you've translated high-level goals into actionable plans. This will demonstrate your capability to lead a customer-centric team effectively.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Customer Success and leadership roles, especially within SaaS. Use specific metrics to demonstrate your impact in previous positions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with the company's goals. Mention your experience in building and scaling teams, as well as your strategic thinking abilities.
Showcase Relevant Skills: Emphasize your strong communication, negotiation, and relationship-building skills. Provide examples of how you've influenced senior stakeholders and collaborated cross-functionally with Sales, Product, and Engineering teams.
Highlight Data-Driven Achievements: Include examples of how you've used KPIs and customer feedback to enhance processes and drive retention. This will demonstrate your data-driven mindset and ability to monitor customer health effectively.
How to prepare for a job interview at OJ Digital
✨Show Your Leadership Skills
As a candidate for Head of Customer Success, it's crucial to demonstrate your leadership experience. Share specific examples of how you've built and scaled customer success teams in the past, and highlight your approach to fostering a high-performance environment.
✨Understand Customer Needs
Prepare to discuss how you have previously identified and addressed customer needs. Be ready to provide tailored solutions that maximized customer success on platforms similar to the one you'll be working with.
✨Highlight Cross-Functional Collaboration
Since this role requires collaboration with Sales, Product, and Engineering teams, come prepared with examples of successful cross-functional projects you've led. Emphasize how these collaborations influenced product development and customer satisfaction.
✨Demonstrate a Data-Driven Mindset
Be ready to discuss how you've used KPIs and customer feedback to enhance processes in your previous roles. Show that you can establish key metrics and processes to monitor customer health and track success metrics effectively.
