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- Tasks: Lead and mentor a dynamic customer success team to enhance client satisfaction and retention.
- Company: Join a forward-thinking company focused on delivering exceptional customer experiences.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be part of a vibrant culture that values customer success and innovation.
- Qualifications: Proven leadership in customer success with strong strategic and communication skills required.
- Other info: This is a full-time, permanent role based in Ireland or the UK.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.
This is an exciting opportunity to build and support a developing team. The ideal candidate will possess excellent leadership skills, a good understanding of our platforms and customer bases, and the ability to work to targets.
Key Responsibilities:- Build, lead, and mentor a team of Customer Success Managers (CSMs).
- Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
- Act as an escalation point for customers for customer concerns and issues when needed and appropriate.
- Achieve upsell targets via re-contracting, pricing uplifts and identifying cross-sell opportunities.
- Ensure the re-contracting process is effective and efficient for all customers.
- Own key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and churn/retention rates.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to align customer needs with business goals.
- Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
- Serve as the voice of the customer within the organisation, providing insights to help shape product development and strategy.
- Oversee onboarding, training, and support processes to ensure a seamless and consistent customer experience.
- Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
- Regularly present updates and insights to executive leadership and stakeholders.
- Leadership & People Management: Proven ability to lead, mentor, and grow high-performing customer success or account management teams. Strong coaching and development skills.
- Strategic Thinking: Ability to design and execute long-term customer success strategies aligned with company goals. Experience setting KPIs and using metrics to drive performance and improvements.
- Customer-Centric Mindset: Deep understanding of customer needs, behaviours, and how to drive value throughout the customer lifecycle. Commitment to delivering exceptional experiences and building trusted relationships.
- Communication & Interpersonal Skills: Exceptional verbal and written communication skills, including the ability to present to executives and clients. High emotional intelligence and conflict resolution abilities.
- Data Analysis & Decision-Making: Proficiency in using data and customer feedback to inform decisions and improve processes. Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.
- Cross-Functional Collaboration: Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.
- Process Development & Optimisation: Skilled in designing scalable processes for onboarding, adoption, and renewal. Familiarity with customer journey mapping and lifecycle management.
- Target-driven: Ability to work to and exceed targets.
- Experience in managing Customer Success, Account Management, or Client Services.
- Proven success in B2B SaaS or technology-driven environments.
- Experience managing a customer portfolio with enterprise and/or mid-market clients.
- Demonstrated ability to reduce churn, increase customer lifetime value, and drive upsell/renewal outcomes.
Head of Customer Success employer: OneTouch Health
Contact Detail:
OneTouch Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarise yourself with our products and services. Understanding how they benefit our customers will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees in customer success roles. They can provide valuable insights into our company culture and expectations, which can give you an edge during the interview process.
✨Tip Number 3
Prepare to discuss specific metrics and strategies you've used in previous roles to drive customer success. Highlighting your data-driven approach will resonate well with us, as we value measurable outcomes.
✨Tip Number 4
Showcase your leadership style and how you've successfully built and mentored teams in the past. We’re looking for someone who can inspire and develop others, so be ready to share relevant experiences.
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 relevant experience in customer success, leadership, and strategic thinking. Use specific examples that demonstrate your ability to lead teams and drive customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with the company's goals. Mention your experience in B2B SaaS environments and your track record of reducing churn and increasing customer lifetime value.
Highlight Key Metrics: When discussing your previous roles, include key metrics such as NPS, CSAT, and retention rates. This will showcase your data-driven approach and ability to achieve targets.
Showcase Cross-Functional Collaboration: Emphasise your experience working with different departments like Sales, Marketing, and Product. Provide examples of how you have aligned customer needs with business goals to enhance customer experiences.
How to prepare for a job interview at OneTouch Health
✨Showcase Your Leadership Skills
As a Head of Customer Success, you'll need to demonstrate your ability to lead and mentor teams. Prepare examples of how you've successfully built and developed high-performing teams in the past, highlighting your coaching techniques and leadership style.
✨Understand the Customer Journey
Familiarise yourself with the customer lifecycle and be ready to discuss how you would enhance customer satisfaction and retention. Be prepared to share strategies you've implemented in previous roles that have positively impacted customer engagement and loyalty.
✨Data-Driven Decision Making
Since this role involves managing key metrics like NPS and CSAT, come equipped with insights on how you've used data to drive improvements in customer success. Discuss specific examples where your analysis led to actionable changes that benefited customers.
✨Cross-Functional Collaboration
Highlight your experience working with different departments such as Sales, Marketing, and Product. Be ready to provide examples of how you've collaborated to align customer needs with business goals, showcasing your ability to work effectively across teams.
