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For Companies At a Glance
- Tasks: Lead and mentor a team to ensure customer satisfaction and product adoption.
- Company: Join a dynamic company focused on customer success and innovative solutions.
- Benefits: Enjoy a full-time, permanent role with competitive salary and growth opportunities.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Proven leadership in customer success, strong communication, and strategic thinking skills required.
- Other info: Work remotely from Ireland or the UK and collaborate with cross-functional teams.
The predicted salary is between 43200 - 72000 £ per year.
Please ensure you read the below overview and requirements for this employment opportunity completely.
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 commitment to customer success.
✨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 satisfaction and retention. Highlighting your data-driven approach will resonate well with us.
✨Tip Number 4
Showcase your leadership style and how you've successfully built and mentored teams in the past. We value strong leaders who can inspire and develop others in a customer-centric environment.
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: Write a cover letter that showcases your passion for customer success and your understanding of the company's goals. Mention how your skills align with the responsibilities outlined in the job description.
Highlight Metrics and Achievements: In your application, include quantifiable achievements related to customer success, such as improvements in NPS, CSAT, or churn rates. This will show your data-driven approach and effectiveness in previous roles.
Showcase Cross-Functional Collaboration: Emphasise your experience working with different departments like Sales, Marketing, and Product. Provide examples of how you have successfully collaborated to achieve customer outcomes and business goals.
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 Customer Success Metrics
Familiarise yourself with key metrics such as NPS, CSAT, and CLV. Be ready to discuss how you have used these metrics to drive performance improvements and customer satisfaction in previous roles.
✨Demonstrate Strategic Thinking
Prepare to discuss your experience in designing and executing long-term customer success strategies. Think about specific examples where your strategic approach led to improved customer outcomes and retention rates.
✨Highlight Cross-Functional Collaboration
This role requires collaboration with various departments. Be prepared to share instances where you've effectively worked with Sales, Marketing, Product, or Support teams to align on customer needs and business goals.
