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.
What You Need to Succeed at BlueOptima:
• 7+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experiences
• Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry
• Deeper domain knowledge of engineering departments and current trends(e.g. SDLC, CI/CD, Agile, DORA, Quality Metrics, and similar)
• Experience working with enterprise-level customers, and a proven ability to build and maintain strong relationships with key stakeholders
• Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies
• Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement
• Ability to work in a fast-paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously
Good to have
• Experience in software development or related technical fields to become a trusted advisor to our client’s senior management
• Successfully planned and delivered cross-selling and expansion strategies
Why join our team?
Culture and Growth:
• Global team with a creative, innovative and welcoming mindset.
• Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
• Freedom to create your own success story in a high performance environment.
• Training programs and Personal Development Plans for each employee
Benefits:
• 32 days of holidays (including bank holidays)
• Work from Home Equipment allowance
• Flexible Work from Home - 2 days remote a week
• Flexible Work from Long Distance - 4 weeks a year
• 12 Weeks Paid Maternity and Paternity Leave
• Pet friendly office
• Sponsored Learning Opportunities
• Cycle2work scheme
• Visa Sponsorship & Relocation Packages (when applicable)
• Team Socials
Salary:
Base: £102,000 - £113,500
OTE/BONUS: £15,000 - £25,000
Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!
