Job Description

We have an exciting opportunity for someone to come and take the reigns for the next 9 - 12 months whilst our current Head of Customer Success is on leave. This player/manager role is accountable for executing an ongoing, best in class customer experience strategy for customers after go-live. This is delivered by having significant strategic input, hands-on management of selected key accounts, and through the coaching of the tight knit customer success team.

Key responsibilities:

• Working with the leadership team to segment and analyze the company customer base, and to organize and lead suitable success strategies and customer engagement plans. Targeted to maximize customer retention, advocacy, and account growth.
• Managing and growing the customer community including organizing and leading online in-person events and communications. Developing a community as a primary mechanism where customers are informed/engaged about best practice and innovation in the solution.
• Developing success plans for selected key enterprise customers to drive 3-5year renewal terms and to promote the value and ROI they receive from using the solution.
• Line managing and coaching the customer success team responsible for all other customer account renewals, and organizing key performance criteria to maximize great outcomes.
• Managing the strategy across the team to ensure all customers are on the latest platform.
• Working with internal teams to devise customer communications for new features etc.
• Proactively identifying expansion opportunities across the team for handover to sales team.
• Ensuring the CRM is always up to date with account activity across the team, including churn risk profiling, early warning signs, and customer health indicators.
• Delivering the requested reports on customer metrics, customer churn risks and customer health when required.
• Working with the Support team to analyze support tickets to understand patterns of support requirements amongst customers.
• Operating as the escalation point for the CS team for help, guidance, and mentorship.
• Operating as the escalation point for customers when necessary.
• Proactively providing feedback to engineering and product teams to help drive innovation.
• Motivating and inspiring team members, helping to foster a culture of inclusion, collaboration and learning within the team.
• Assisting in the recruitment, training, and onboarding of new team members.

Required Knowledge, Skills, and Abilities

An experienced account manager who has a proven track record within another SaaS environment (HR Tech would be awesome). Customer centric in their outlook with a passion for problem solving, pro-actively looking for solutions to delight our customers.