Head of Customer Success (Permanent)

This is an exciting opportunity to set up and run the Customer Success function within a highly successful, rapidly growing and evolving business intelligence firm in the heart of London.

The role of Head of Customer Success, will be the first boots on the ground, setting up the companies customer success playbook, in time developing a team to deliver high value customer success across the businesses portfolio of subscription/ membership content products.

We are looking for someone with a strong career history in Customer Success Management, within a fast changing technology, data led or business intelligence business. Someone confident to have both a hands on approach but who can also think strategically - comfortable to muck in but also who can build the division in collaboration with Sales, Marketing and Commercial teams.

If you have worked on a product targeted to the financial services sector, or asset management - this is also a big asset but not required.

Benefits

Competitive package - £65-70K + bonus
International Travel
Lovely Offices
Excellent company benefits
Breakfast and drinks included daily
Excellent routes for transport
Social outtings
Work with market leading brands and new products as they are launched in the business
A chance to really make an impact and to influence the business
Work in a time of exciting change


The role


*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


The Requirements

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!


Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.