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Head of Customer Success

£80,000 Basic Salary + Commission + Bonus + Benefits

Category: App Technology Business Digital SaaS Sales

Our client is a globally-renowned Travel Technology company operating in over 120 cities worldwide. They are one of the largest on-demand Travel providers in the world and, with ‘Unicorn’ status, are now looking to expand their offering even further with huge investment.

The Head of Customer Success will be responsible for maintaining and growing our existing client base through relationship management. Reporting to the VP of Business Solutions, UK, this role will be responsible for leading the account management team to grow all managed accounts using a consultative approach.

Responsibilities:

1. Lead, mentor and develop the team to ensure their overall success. Distribute accounts and balance portfolios of individual team members, set individual targets and coach through execution

2. Create and implement growth strategy with individual team members and own the strategy and the success of the account management team

3. Implement strategy through continuous, distinctive support to our clients to ensure they achieve and sustain the full benefits

4. Commit to specific targets, take full responsibility for performance tracking and delivery

5. Collaborate closely with the local and the global product teams to inform product road-map based on client needs and feedback.

6. Work closely with the Client Services to identify key pain points. Manage with specific clients and escalate to the relevant business partners.

7. Ensure consistent and engaging communication flows throughout the customer journey. Plan, document and execute all phases of the client rollout lifecycle. Share learnings and feedback with internal business partners, both local and global.

8. Keep the team engaged and ensure employee satisfaction.

9. Oversee and lead hands-on client communication, event management, leverage marketing support

10. Drive analysis and optimization to inform the strategy. Create and maintain updated Play Book that is shared among all team members to ensure that best practices are implemented across the team.

Requirements:

1. Experience in managing an established Customer Success team

2. Knowledge of Travel Technology sector a plus

3. Demonstrated success in developing key client relationships

4. Desire to build a global team of Customer Success Managers

5. Experience in training and mentoring new recruits and develop existing team

6. Top-tier Technology company experience a plus

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