15 Oct
ANG Climate
London
Job Title: Head of Customer Success/Founding Customer Success Manager
Location: Marylebone, Hybrid (Monday, Tuesday, Thursday, Friday in office, Wednesday remote)
Salary: £60,000 - £80,000 + Bonus (£10k - £15k per annum)
Role Overview:
We are looking for an experienced Head of Customer Success to join our client's business and take full ownership of managing key client accounts. You will be responsible for building a team and ensuring high levels of customer satisfaction, retention, and expansion.
This is a leadership role for someone with a consultative and intelligent approach, who can form strong personal relationships. You will manage a portfolio of 80 accounts, including 30-40% high-value clients,
and be instrumental in improving processes and driving product adoption.
About the client
We are working with a leading tech company that specialises in digital business cards, offering seamless contact sharing through Apple Wallet and Google Pay, without the need for an app. The platform is eco-friendly, helping businesses cut down on paper waste, and it prioritises security with full compliance to GDPR and CCPA standards. This solution is ideal for organisations that value sustainability and top-tier data protection.
Key Responsibilities:
- Take full ownership of the customer success process and strategy
- Build and lead a growing Customer Success team
- Manage a portfolio of 80 accounts, with a focus on high-value clients
- Drive low net dollar churn and improve client adoption rates
- Develop personal relationships with clients to increase expansion MRR
- Track and report on account satisfaction and expansion metrics
- Streamline and improve customer success processes for a better client experience
- Handle customer support, ensuring technical issues are resolved efficiently
- Collaborate with internal teams to enhance product engagement and utilisation
Key Requirements:
- Strong customer success experience in a tech company
- Proven leadership ability to build and manage a team
- A consultative approach with excellent relationship-building skills
- Technical aptitude to support product-related queries
- Experience managing net dollar churn and driving client expansion
- Analytical skills to monitor KPIs like adoption rates and customer satisfaction
- Ability to improve and streamline processes for better outcomes
- Experience managing multiple client touchpoints across large accounts
KPIs and Success Metrics:
- Net dollar churn rate for managed accounts
- Customer satisfaction (quantitative and qualitative)
- Expansion MRR through upselling and cross-selling
- Adoption rates and client engagement with the product
- Process improvements and optimisation of the customer success function
Interview Process:
- Initial interview with Co-founder
- Technical interview with Co-founder
- Final interviews with wider team
Hours: 8:30 AM – 6:00 PM, Monday, Tuesday, Thursday, Friday in the office, Wednesday remote
Bonus Structure: Standard, up to £15k per annum
Preferred (but not required):
- Proficiency in another language is a plus
If you are ready to take full ownership of the customer success function and help their product grow while building out a team, we would love to hear from you!
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▶️ Head of Customer Success
🖊️ ANG Climate
📍 London