Head of Customer Success

Posted by reed.co.uk.

Job Title: Head of Customer Success

Reporting to: Commercial Director
Location: Covent Garden,London


The Head of Customer Success will be responsible for the overall success and experience of our High Value,High Potential Customers. With a primary focus on Customer needs,the successful candidate will manage and develop a team of Customer Success Managers (CSMs) to ensure they are working in conjunction with the sales teams to optimise the overall Customer experience of our top tier clients.

This is a fundamental role within our business and will drive satisfaction in our products and enable positive customer outcomes leading to renewals and commercial expansion.


Key Responsibilities

  • Taking accountability and ownership for ensuring that our high value and high potential clients achieve successful outcomes and ROI through optimising the products and services we offer

  • Managing a team of CSMs to successfully partner with our Sales teams to ensure we effectively manage our Customer Success metrics and expectations

  • Will take ultimate responsibility of all Customer Success activity and maintenance,including the management of CSAT

  • Will be responsible for the overall output and performance of the Customer Success Team

  • Will be responsible for the strategic performance of our top tier of clients such as; reducing churn,increasing CSAT,supporting revenue expansion - and will be required to create strategies to drive this performance forward.

  • Works with the Sales Leadership team to ensure support is provided to maintain and engage with our top tier client base

  • Will be the ultimate customer advocate and responsible for supporting the Sales team to work effectively with the CSMs through training and regular communication ensuring best practice

  • Coach the CSM team on an on-going basis and ensure timely follow up on their actions and objectives

  • Understands motivators of the team and how to get the best out of them - has genuine interest in people

  • Effectively recruit and onboard new starters into the CSM team  


Skills and Experience

  • A proven and demonstrable customer-centric track record with experience in Customer Success Roles

  • Previous people management experience preferred,with a positive approach to developing new skills in this area

  • Ability to ‘take the lead’ with their team and will be willing to have challenging and constructive conversations when required

  • Able to tackle difficult issues head on including customer complaints

  • Excellent verbal / written communication skills and attention to detail

  • Excellent organisation and time management skills

  • Able to communicate persuasively at all levels

  • Proven ability to work to deadlines


Key Measures and Targets 

  • Increased CSAT of our top tier clients

  • reduced churn and increased revenue opportunity

  • Effective leadership of the Customer Success Team

Join REED - Our Values,Your Values; Our Future,Your Future

Proud winners of:

  • #1 Recruitment Agency Glassdoor Best Places To Work 2018
  • Glassdoor Top CEOs 2018
  • The JobCrowd Top Companies For Graduates To Work For 2018/19


All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. REED is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender,race,disability,sexual orientation,religion or belief,age,gender identity,marital or civil partnership status,pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

Reference: 386462

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