Head of Customer Success - Bryanston

SUMMARY:
Head of Customer Success - experience in solution architecture, technical pre-sales, or delivery consulting

POSITION INFO:

Head of Customer Success
As Head of Customer Success, you will be responsible for ensuring that our customers get the very best out of our business and services, whether implementing for the first time or long-established clients.
You will work closely with business development team from the very earliest stages of new prospect introduction and, as each customer relationship matures, share and then take on primary responsibility for the client. It will be your job to ensure that the business delivers fully vs. clients’ expectations, meaning speedy, smooth and technically sound implementation, ensuring our technology is meeting individual use case requirements, reviewing technical performance and delivering ROI. As customer confidence builds, there should then be opportunities to expand business use – meaning both extra volumes and selling in additional value-added services.
Head of Customer Success is a new, senior and very important role to the business – and as such you will be a key member of our leadership team. You and your team will be the people making growth a reality: you will be customers’ champion within our organisation and, over time, the main finger on the pulse of each and every customer relationship.
You will also need to maintain neutrality and respect the confidentiality between each of our sales channels: we may have more than one distributor or reseller competing to provide our technology to any given enterprise, and the same end-customer considering becoming a direct client. (We don’t mind who wins, provided the end-customer chooses to go live without delay).
The main measures of your own success will be completed onboardings, customer and partner delight at our services and individual clients’ ongoing and expanding use of our technology – duly translating to high retention and expanding revenues.
To deliver your role successfully, you will need to work closely with and be demanding of other functions within the business – including business development, product, tech (dev and dev ops.), operations and finance. It will be your job to see they are delivering all that is necessary for our customers to get what they need on the timescale they need it.
You will also have the support of your own teams, including one or more solution architects (making sure that the right service is selected to deliver the client’s key use cases), a service delivery group (making sure configuration starts right and stays right) and a customer success team to support perfection and expansion of client relationships.
It will be part of your job to make sure that each of these groups is optimised for effective performance of their role, within a budget. We also need you to foster a performance oriented culture notable for its team spirit, can-do attitude, high energy, commitment and instinctive co-operation with colleagues all around the business.
Responsibilities
Your responsibilities will include, but not be limited to:
Function Leadership
• Lead the Customer Success (‘CS’) function with a focus on retention, expansion, a superior customer experience – and a performance culture
• Establish and track appropriate objectives and key results
• Break down barriers: be a strong internal advocate for the customer across all departments, get stuff done!
• Collaborate with fellow leaders to help deliver the business’ growth targets and full potential across operating markets.
Stakeholder & Team Enablement
• Provide transparent customer feedback internally, enabling the entire value chain to evaluate and identify strategic roadblocks to improve technology adoption.
• Act as a coach and thought partner to Business Development, CS teams and strategic marketing colleagues
• Facilitate training sessions, workshops, and playbook development to develop internal capabilities – and those of our distributor and reseller partners too
• Foster a pro-active, solutions first mindset across the team and organisation
Solution Design & Delivery Oversight
• Ensure that client needs get translated into scalable, technically feasible solutions that don’t need additional development
• Participate in pre-sales conversations to assess technical fit and manage expectations
• Guide seamless onboarding, ensuring delivery matches pre-sales commitments
• Triage and resolve complex delivery issues collaboratively and calmly
Growth & Revenue Contribution
• Advance understanding of each customer’s needs and concerns in order to maximise customer delight – as well as identify and drive upsell, cross sell, and renewal opportunities
• Develop strategies to deepen client engagement and lifetime value
• Improve internal delivery processes to reduce friction and enhance scalability
Skills & Attributes required:
• Technical Fluency – Comfortable discussing internet architecture, website & network architecture, mobile data connectivity, cloud computing and IP Routing.
• Commercial Acumen – Strong grasp of pricing, P&L development, and scalable
Solutioning
Strategic Influence – Can manage cross functional teams and engage with senior stakeholders
• Empathetic Leadership – Strong people leader with emotional intelligence and coaching ability
• Process & Problem Solving – Decomposes complex issues into actionable plans
• Customer Centricity – Passionate about delivering value and outcomes to clients
Qualifications and Experience:
● Relevant University Degree
● Business related qualifications; MBA could be a bonus
● At least 8 years of experience in solution architecture, technical pre-sales, or delivery consulting
● Proven track record of driving revenue growth and retention through customer engagement
● Leadership roles in Customer Success and/or Sales Enablement
● Industry experience in SaaS, PaaS and Telco mobile connectivity
● Strong track record of internal and external relationship management
● Proven consultative approach in previous roles
Our culture and workplace
We believe that culture flows from the top of any organisation and is lived in the behaviour of our employees. It is particularly important you share our core values and outlook. We want to work with people that:
● Are open and collaborative in their working style and tend to prefer a flat organisational structure
● Have unquestionable personal integrity and ethics
● Actively seek personal responsibility and accountability
● Prioritise team success over personal milestones
● Have respect for individuals, no matter their role and/or background
● By their professionalism and personal manner, make it a pleasure to come to the
office; and
● Can manage and work across time zones given the international profile both of our
own and, increasingly, of customers.
Compensation
We will offer a market competitive package that delivers a solid basic salary commensurate with your skills and experience. Additionally, there will be a performance based bonus scheme that rewards you for the beyond-target success of the Customer Success function and of the business overall. Finally, once you prove out your skills and value to the organisation, you will become eligible to participate in a separate long-term reward and incentive programme that has the potential to become particularly valuable.

Salary - Market related

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