23 Oct
BlueOptima
London
Job Description
As the Global Head of Customer Success, you will report directly to the CEO and be part of our executive leadership team. You’ll work with other key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes with our products and services. You will be responsible for leading and growing the customer success team and also work closely with our sales, marketing, and product teams to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers' needs.
Your team:
Your initial focus will be to develop and execute customer success strategy while working with the entire organisation to achieve our client retention and growth goals.
Responsibilities and tasks:
- Owning and scaling up the Customer Success team and alignment with related departments to drive them to successfully close Customer Success stories that can be quantified.
- Accountability - establish and maintain a culture of mutual accountability between the Customer Success team and customers. Advocate for our customers' needs and rally resources to support them when needed.
- Manage a high-performing customer success team of 7 that is passionate about delivering exceptional customer experiences.
- Increasing product adoption, user retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
- Develop and implement processes to measure and improve customer satisfaction and retention, and use customer feedback to drive continuous improvement across the organisation
- Work closely with the sales, marketing, and product teams to identify opportunities for upselling,
cross-selling, and new revenue streams that are aligned with our customers' needs and goals to increase ROI.
- Improve existing customer success metrics and reporting that provide visibility into the health of our customer base and help us identify opportunities to improve our customer experience
- Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey
- Continuous operational improvement: Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function, such as implementing new processes or methodologies, streamlining workflows, or optimising resource allocation.
▶️ Global Head of Customer Success
🖊️ BlueOptima
📍 London