Head of Customer Success – London or New York
This is an exciting new role for the business, with the opportunity to set up and run the Customer Success function.
Lead the team’s efforts to drive usage and adoption of our products by our customers, including the onboarding of new customers and supporting sales efforts during trial periods
Set up and manage the suite of tools, tactics and approaches used to segment and engage our audiences in a scalable way
Leverage market research and our own market analysis & business strategy to prioritise the implementation of engagement priorities and approaches
Continuously evaluate customers’ product usage, and liaise with sales and editorial/insight and product teams to select suitable content and approaches to engage audiences most effectively
Represent the customer: champion the value of membership, advocate for seamless customer journeys, and keep a barometer of customer satisfaction across the brands using NPS or similar
Liaise closely with account managers and sales leads to support the expansion efforts of existing user types within and across accounts
Regularly evaluate & report on progress, and enable rapid testing, to continuously enhance effectiveness of the tactics used, and to consider new approaches where relevant
Coach and assist the junior members of the team to develop
Ideal candidates will have an entrepreneurial, commercial & strategic mindset and be ambitious, naturally curious, empathetic and data-driven, yet eager to roll up your sleeves and get your hands dirty; leading the team by doing. You will have a great opportunity, with excellent support and growth opportunities in a dynamic environment, to set up the function driving the usage of our products by our customers, in a scalable, prioritised way. Tech savviness and being comfortable with data and processes to scale effectively is a must.
Strong experience working within Customer Success / similar roles in a B2B subscription tech environment or proven success developing skills and experiences that could transfer into this role
Experience in high growth, changeable business environments where ambitious organic & inorganic growth is the norm
A strong communicator and team player with technical affinity and understanding, including with CRMs, customer service & customer success tools, data visualisation and other related tools
A natural-born networker with high energy, you are a self-starter with a commercial edge and an entrepreneurial mindset
A strategic thinker with excellent people, project and time management skills
A natural partner to both sales leads/account managers and product/content/data teams, helping to influence and respond to priorities
Detail-oriented with an appreciation or experience of data-driven customer engagement – each program you run has clearly-defined success metrics
Experience within / appreciation of, the asset management industry (desired)
Drive and passion for working in an entrepreneurial environment and being a reliable team player who doesn’t take themselves too seriously!
How to Apply
To apply for this position , please email your CV and covering letter to: Gavin Clink – email@example.com