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Head of Customer Success – SaaS

£50,000 - £60,000 Basic Salary plus Bonus and Benefits

Category: App Technology Business Digital Education SaaS Sales Universities
Location: London

Our client is a leading provider of Higher Education institutions with easy-to-deploy technology and first-hand experience on how to impact students’ lives while increasing their recruitment and retention of best-fit students. A peer-to-peer SaaS platform is embedded on universities’ websites to allow future and current students to chat and foster a sense of belonging for better-informed decision making – even before enrolling.

Venture-backed by the earliest investors in Zoom, Deliveroo, founders of Logitech, and supported by Strategic Advisors from the biggest HE governmental entities, we’re growing rapidly. Since launching in March ‘17, we’ve expanded to work with over 200 institutions in 20+ countries and 4 continents across the world while raising over $7m in funding.

 

We exist to enable people to make better decisions through shared human experience. We’re powering decisions through peer to peer connections. To deliver an experience which is simple, personal and authentic. We match prospective applicants with student ambassadors, giving them real-time access to real people with relevant interests.

We’re building a global community of students, where the gap between knowledge and opportunity is bridged. And right now we’re on a mission to enable 10 million of them to make the right choice about their higher education journey. We want to contribute to a world wherelife’s critical decisions are never taken alone.

 

As Head of Customer Success (UK & Europe), your mission will be to lead a small, growing team to ensure that every university partner gets maximum benefit from their subscription.

You will be responsible for the onboarding, support and success of our partners across the region, developing and implementing processes to ensure our partners see the value our client brings and ultimately, reduce churn, increase account size and create brand ambassadors amongst our partner base.

  • Overseeing all Customer Success activities including training, onboarding and support across the defined region
  • Managing a rapidly scaling Customer Success team – recruiting, training and coaching all Customer Success Managers
  • Coordinate regional Customer Advisory Board program in collaboration with our Product and Business Development teams
  • Coordinating national brand ambassador and referral programs to assist the sales team.
  • Delivering talks and workshops at international conferences and events
  • Developing and tracking operational metrics for Customer Success.
  • Developing and implementing cross sell and upsell strategies to increase account size
  • Shaping internal marketing strategy for retention and product adoption
  • Working closely with Product team to research, shape and deliver the product roadmap
  • Working closely with the Sales team to ensure onboarding is smooth, effective and an overall positive experience for our partners.

You’ll be ambitious to move fast, take ownership and deliver impact. You’ll love working in small teams, collaborating with your colleagues – supporting and being supported. You’ll be prepared to innovate, both with strategy and implementation but also happy to muck in and

  • You have 5+ years experience in a B2B Customer Success role (ideally early stage start-up)
  • You have experience of implementing, using and optimising workflows in customer focussed systems such as Salesforce, Gainsight and Zendesk etc.
  • You’ll have demonstrable people skills, high energy, and a passionate for providing great service.
  • You have exceptional written and verbal communication skills
  • You have excellent leadership skills to inspire and mentor our Customer Success Managers.
  • You feel at home in a high-growth environment where we don’t know all the answers, but are willing to learn and improve what we do with plenty of opportunities to expand your skills.
  • Bonus Points if you have a degree but it’s not essential for candidates with exceptional track record

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