At a Glance
- Tasks: Lead and grow a global Customer Success team, driving customer satisfaction and engagement.
- Company: Join Optibus, a leader in public transit solutions with a focus on innovation.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on employee engagement and cross-functional teamwork.
- Why this job: Make a real impact in public transit while developing your leadership skills.
- Qualifications: 5+ years in Customer Success, strong communication skills, and a passion for customer advocacy.
The predicted salary is between 40500 - 49500 £ per year.
We’re looking for a Vice-President of Customer Success to oversee and grow our Customer Success team and activities globally! As part of the executive leadership team and reporting to the CEO, you’ll be responsible for a team that is crucial to Optibus’ success and growth.
You’ll bring expertise in modern Customer Success methods and approaches, in addition to delivering mission critical systems that are at the heart of public transit. You’ll also be responsible for employee engagement globally, under a diverse Customer Success organisation. This global team is made up of Customer Success Engineers, Support Engineers, Education Specialists, and Project Managers.
You’ll also foster collaboration across the global Customer Success team, in addition to cross-functional collaboration with teams such as Revenue, Product, Marketing, and Legal.
- Drive Customer To Value: Focus on reducing churn, driving product adoption, increasing customer satisfaction, and identifying expansion opportunities.
- Optimize the Customer Lifecycle: Define the customer journey, adopt industry best practices, and drive long-term strategic planning for the department.
- Develop Expertise in Transportation Management: Become deeply familiar with the transit space to effectively educate clients and help them hit milestones throughout their journey.
- Demonstrate Business Acumen and Value Delivery: Craft compelling narratives and prove out customer value through comprehensive business reviews and strategic touch-points.
- Advocate for the Voice of the Customer: Act as the learning engine of the organization to infuse customer feedback and insights into all aspects of the business.
- Maintain Operational Excellence: Apply a metrics-driven, results-oriented, and process-focused approach to solve problems with a high attention to detail.
- Build and Develop Talent: Recruit, mentor, and grow a team of world-class customer success professionals as the company’s customer base expands.
- Improve Organizational Efficiency: Drive team productivity, increase automation and AI-adoption, and enhance customer self-service options.
- Foster Cross-Functional Alignment: Build strong partnerships with peers across Sales, Product, Marketing, Finance, and other internal departments.
- Deliver Executive-Level Communication: Utilize excellent written and oral communication skills to document and present complex ideas to senior executives both internally and externally.
Past success launching programs aimed at measurably improving customer outcomes, experiences, and retention. Ability to inspire and motivate teams by leading with curiosity, empathy, transparency, integrity, and grace under pressure. Demonstrated success working cross-functionally and acting as an influential communicator and SaaS thought-leader across diverse cultures. A demonstrated track record of exceeding goals and driving customer revenue past the $50M+ ARR mark. Deep understanding of modern Customer Success playbooks, customer value drivers, and recurring revenue business models.
Very nice to have: Fluency in an extra European language (such as Spanish, Portuguese, German, or Italian). 5+ years of experience building, scaling, and driving a globally distributed, fast-paced Customer Success organization, including delivery, support functions, operations, etc. Experience in delivery of complex, mission critical products and projects. Functional leadership experience spanning multiple domains, including Customer Success Engineering, Professional Services, and Customer Support. Very nice to have: Prior experience working in Public Transit, ITS, CAD/AVL in a similar capacity.
Global Vice President of Customer Success in London employer: Optibus
Optibus is an exceptional employer, offering a dynamic work environment in London where innovation and collaboration thrive. As a leader in public transportation technology, employees benefit from a culture that prioritises professional growth, with opportunities to engage in impactful projects that enhance urban transit systems. With a commitment to diversity and inclusion, Optibus ensures that every team member feels valued and empowered to contribute to meaningful change in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Global Vice President of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optibus. 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 Optibus 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 Global Vice President of Customer Success in London
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 Optibus:Your cover letter is your chance to shine! Tell us why you want to work at Optibus 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 Optibus!
How to prepare for a job interview at Optibus
✨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.
