Job DescriptionJob 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 clients 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 strategyBuild and lead a growing Customer Success teamManage a portfolio of 80 accounts, with a focus on high-value clientsDrive low net dollar churn and improve client adoption ratesDevelop personal relationships with clients to increase expansion MRRTrack and report on account satisfaction and expansion metricsStreamline and improve customer success processes for a better client experienceHandle customer support, ensuring technical issues are resolved efficientlyCollaborate with internal teams to enhance product engagement and utilisationKey Requirements: Strong customer success experience in a tech companyProven leadership ability to build and manage a teamA consultative approach with excellent relationship-building skillsTechnical aptitude to support product-related queriesExperience managing net dollar churn and driving client expansionAnalytical skills to monitor KPIs like adoption rates and customer satisfactionAbility to improve and streamline processes for better outcomesExperience managing multiple client touchpoints across large accountsKPIs and Success Metrics: Net dollar churn rate for managed accountsCustomer satisfaction (quantitative and qualitative)Expansion MRR through upselling and cross-sellingAdoption rates and client engagement with the productProcess improvements and optimisation of the customer success functionInterview Process: Initial interview with Co-founderTechnical interview with Co-founderFinal interviews with wider teamHours: 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 plusIf 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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