At a Glance
- Tasks: Lead customer success initiatives and ensure venue partners thrive with our smart pool technology.
- Company: BillyQ, a tech innovator transforming the pool experience.
- Benefits: Competitive salary, equity participation, health care plan, and hybrid working options.
- Other info: Opportunity to build a new function and influence customer strategy.
- Why this job: Join a fast-growing company and shape the future of customer success in tech.
- Qualifications: Experience in customer success or account management with leadership skills.
The predicted salary is between 70000 - 90000 £ per year.
Head of Customer Success
Application Deadline
Department
HQ Management
Employment Type
Permanent
Location
Head Office
Compensation
Description
Billy Q is transforming the way people play pool through smart technology.
As the technology brand within Poolhouse, Billy Q combines intelligent hardware with a browser-based player experience that enables venue partners to generate new revenue through our innovative smart pool table platform.
Following our recent Series A investment, we are entering an exciting phase of growth across the UK and internationally.
We’re looking for a commercially-minded, customer-obsessed Head of Customer Success to build and lead our Customer Success function from the ground up.
Reporting to the Chief Technology Officer, you will own the entire post-sale customer journey, ensuring every venue partner successfully launches, adopts and grows with Billy Q.
You'll be responsible for maximising partner satisfaction, driving product adoption, increasing revenue per installation and delivering industry-leading retention.
This is a rare opportunity to establish a new function within a fast-growing technology business where you will have genuine influence over customer strategy, operational excellence and future team growth.
Key Responsibilities
- Partner Onboarding & Implementation
- Lead the end-to-end onboarding process from signed agreement through to successful go-live.
- Coordinate installations with Product, Engineering and Operations teams.
- Develop scalable onboarding playbooks, training materials and implementation standards.
- Train venue teams to ensure confidence using the Billy Q platform.
- Own key implementation metrics including time-to-live, time-to-first-revenue and successful launch performance.
- Customer Success & Account Management
- Build trusted, long-term relationships with venue partners.
- Monitor customer health through usage, uptime, revenue performance and engagement metrics.
- Deliver proactive account reviews and identify risks before they become retention issues.
- Lead customer renewal activity and minimise partner churn.
- Adoption, Growth & Commercial Performance
- Drive product adoption and maximise revenue generated from every installed unit.
- Identify opportunities for additional units, new venue rollouts and premium services.
- Partner with Commercial teams to shape future pricing, packages and customer propositions.
- Help customers achieve measurable commercial success through Billy Q.
- Customer Support & Experience
- Own the partner support function, ensuring issues are resolved quickly and effectively.
- Establish service standards and escalation processes.
- Create knowledge resources, documentation and self-service materials for partners.
- Act as the senior escalation point for operational or technical issues.
- Voice of the Customer
- Represent customer needs across Product, Engineering and Design.
- Translate customer feedback into clear product improvement opportunities.
- Lead partner communications around product updates, enhancements and service incidents.
- Building the Function
- Design and implement the Customer Success operating model.
- Define KPIs, reporting frameworks and success metrics.
- Recruit, develop and lead the Customer Success team as the business grows.
- Foster a culture focused on customer outcomes, accountability and continuous improvement.
Skills, Knowledge and Expertise
Essential
- Significant experience within Customer Success, Account Management or Partner Management, including leadership responsibility.
- Proven track record of improving customer retention, renewals and commercial growth.
- Experience building or scaling a Customer Success function within a growing business.
- Strong commercial awareness with the ability to interpret customer performance metrics and identify growth opportunities.
- Excellent relationship-building and stakeholder management skills.
- Comfortable working with technology products and collaborating closely with Product and Engineering teams.
- Highly organised, proactive and able to thrive in a fast-paced, scale-up environment.
Desirable
- Experience within hospitality, leisure, retail or other multi-site operational businesses.
- Background supporting hardware-enabled Saa S or B2B technology products.
- Experience managing partner, franchise or reseller relationships.
- Knowledge of payments, booking platforms or point-of-sale systems.
- Experience supporting international customer rollouts.
- Personal Attributes
- Customer-first mindset with a passion for delivering measurable outcomes.
- Commercially driven and motivated by customer growth and success.
- Data-led, using metrics to drive decision-making and continuous improvement.
- Comfortable building new processes and operating with a high degree of autonomy.
- Confident communicator who can influence across both customer and internal stakeholder groups.
- Takes ownership, embraces change and enjoys creating structure within a scaling business.
Benefits
- Equity participation.
- Code Hospitality subscription
- Perks and Discounts platform
- Health Care plan
- Birthdays off
- Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
- Salary Sacrifice Scheme
- Hybrid working
- Home office and hardware allowance
- #J-18808-Ljbffr
Head of Customer Success employer: Poolhouse Global Limited
At Poolhouse, we pride ourselves on being an exceptional employer, offering a vibrant work culture that thrives on teamwork and guest satisfaction. As the Assistant General Manager, you'll enjoy a range of benefits including free health support, early pay options, and opportunities for personal growth within a dynamic environment. Join us in London Liverpool Street, where your leadership will not only shape our team but also enhance the overall guest experience, making every day rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Poolhouse Global Limited. 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 Poolhouse Global Limited 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
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 Poolhouse Global Limited:Your cover letter is your chance to shine! Tell us why you want to work at Poolhouse Global Limited 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 Poolhouse Global Limited!
How to prepare for a job interview at Poolhouse Global Limited
✨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.
