At a Glance
- Tasks: Lead the Customer Success strategy and build a top-notch team in a fast-growing MedTech company.
- Company: Join a high-growth, privately owned MedTech solution focused on clinical value and patient engagement.
- Benefits: Enjoy autonomy in your role and the potential to expand your team as the company grows.
- Why this job: Be part of an exciting scale-up aiming to 5x revenue while making a real impact in healthcare.
- Qualifications: Must have SaaS Customer Success experience and leadership skills, preferably in dental or primary care.
- Other info: Opportunity to shape the customer success function from the ground up!
The predicted salary is between 54000 - 84000 £ per year.
Head of Customer Success
The Consultancy Group are looking for a Head of Customer Success for a Fintech Payments Business, to lead and execute strategies that deliver exceptional customer experiences, drive satisfaction, retention, and business growth. This role requires a strategic, hands-on leader who is passionate about shaping a world-class customer journey.
Key Responsibilities:
Customer Strategy & Engagement: Develop and implement strategies to deliver seamless customer experiences from acquisition through to long-term retention to improve customer satisfaction.
Client Advocacy & Success: Serve as the senior point of contact, ensure high customer satisfaction by addressing concerns, customer health monitoring, fostering advocacy programs, and be the advocating voice for the customers.
Relationship Building: Build strong, long-term relationships with key stakeholders at executive levels and below, to understand business needs and ensure success.
Revenue Growth & Protection: Identify upselling and cross-selling opportunities, safeguard revenue, ensure timely renewals, reduce churn and meet KPIs.
Onboarding & Success: Oversee onboarding to ensure clients realise value quickly and conduct regular business reviews to align on future goals.
Process Optimisation: Continuously improve service delivery through data-driven insights, customer feedback, and refined processes. Advocate for best practices in tools, automation, workflows etc.
Cross-Functional Collaboration: Work closely with Product, Tech, Sales, and Operations to ensure a seamless customer experience across all touchpoints to drive customer success across the entire customer journey.
Client Advocacy & Success: Ensure high customer satisfaction by addressing concerns,customer health monitoring, fostering advocacy programs, and using feedback to improve products.
KPI & Metrics: Establish and track KPIs for customer success, ensuring alignment with company goals and driving performance improvements.
Revenue & Account Growth: Protect revenue while identifying growth opportunities and developing strong relationships with key accounts.
Training & Development: Ensure the teams have the necessary resources and training to succeed.
Skills and experience:
Experience: Proven experience in Customer Success or Account Management, with a track record of exceeding KPIs and delivering exceptional customer experiences ideally in a fintech or payments institution.
Knowledge: Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry.
Leadership: Strong leadership skills with experience managing high-performing teams
Problem-Solving: Ability to resolve complex issues efficiently with innovative solutions.
Communication: Excellent communication skills, capable of engaging stakeholders at all levels.
Customer-Centric: A deep understanding of customer needs and a passion for delivering exceptional service.
Able to create, analyse and communicate data effectively.
Personality:
Strong work ethic, a professional attitude and a strong team player mentality.
You are collaborative, flexible and can build relationships at all levels of the business.
with strong interpersonal skills.
You are results-oriented with a bias for action.
You demonstrate high integrity and commitment to quality.
Head of Customer Success employer: The Consultancy Group (London)
Contact Detail:
The Consultancy Group (London) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarize yourself with the MedTech industry, especially focusing on customer success strategies that have proven effective in SaaS environments. Understanding the unique challenges and opportunities in this sector will help you stand out during discussions.
✨Tip Number 2
Network with professionals who have experience in customer success roles within the dental or orthodontal space. Engaging with these individuals can provide you with insights and potentially valuable connections that could benefit your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led customer success initiatives in previous roles. Highlighting your ability to create playbooks and optimize onboarding processes will demonstrate your readiness for this leadership position.
✨Tip Number 4
Showcase your confidence and innovative ideas during any interactions with the company. They are looking for someone who can not only lead but also bring fresh perspectives to their customer success strategy.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Company: Research the MedTech company thoroughly. Understand their mission, values, and the specific challenges they face in customer success. This will help you tailor your application to show how you can contribute to their growth.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in SaaS Customer Success, particularly in leadership roles. Provide specific examples of how you've successfully implemented customer success strategies in previous positions.
Showcase Your Ideas: Since the company is looking for someone with innovative ideas, include a brief section in your application outlining potential strategies or playbooks you would implement to enhance customer onboarding and retention.
Tailor Your Application: Make sure your application is tailored to the job description. Use keywords from the listing, such as 'customer-centric', 'optimizing onboarding', and 'maximizing retention' to demonstrate that you understand the role and its requirements.
How to prepare for a job interview at The Consultancy Group (London)
✨Show Your Customer-Centric Mindset
Make sure to highlight your experience in building customer success strategies. Discuss specific examples where you improved customer engagement or retention, especially in a SaaS environment.
✨Demonstrate Leadership Experience
Since the role involves leading a team, be prepared to share your leadership style and how you've successfully managed teams in the past. Talk about how you empower your team members and foster a collaborative environment.
✨Prepare for Questions on Strategy Implementation
The founders are looking for someone who can implement ideas confidently. Be ready to discuss your approach to developing and executing customer success playbooks, and how you measure their effectiveness.
✨Understand the MedTech Landscape
Familiarize yourself with the MedTech industry, particularly in dental or primary care. Showing that you understand the unique challenges and opportunities in this space will set you apart from other candidates.