Global Customer Success Lead - UK

Ref: 28 Date Posted: Wednesday 10 Jul 2024

Our client is a rapidly growing commercial real estate technology scale-up, revolutionising the way commercial office buildings are managed. Their cutting-edge platform provides innovative solutions to streamline operations, enhance property management, and facilitate data-driven decision-making. They are seeking a dynamic and experienced Lead Customer Success Manager to join the business. 

Job Overview:

As the Lead of Customer Success, you will be responsible for developing and leading the client engagement strategy. You will ensure that the clients achieve their desired outcomes through the use of the company's technology, driving adoption, satisfaction, and retention. This role requires a strategic thinker with a passion for customer advocacy and a track record of building successful customer success teams and processes.

Key Responsibilities:

  • Strategy Development: Develop and implement a comprehensive customer success strategy aligned with company goals and customer needs.
  • Team Leadership: In the future, recruit, mentor, and lead a high-performing customer success team, fostering a culture of excellence and customer-centricity.
  • Customer Onboarding: Design and oversee an effective onboarding process to ensure customers are set up for success from day one.
  • Customer Engagement: Establish regular check-ins, business reviews, and feedback loops to maintain strong relationships with customers and understand their evolving needs.
  • Retention & Growth: Develop and execute strategies to drive customer retention, reduce churn, and work closely with Accout Managers to identify opportunities for account growth 
  • Process Improvement: Build and optimize customer success processes and workflows, leveraging data and customer feedback to continuously improve.
  • Product Advocacy: Act as the voice of the customer within the company, providing insights to product and development teams to guide product enhancements and innovation.
  • Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) related to customer success, presenting insights and recommendations to senior leadership.
  • Collaboration: Work cross-functionally with sales, marketing, product, and support teams to ensure a seamless and integrated customer experience.
  • Customer Education: Develop and deliver training programs, resources, and tools to empower customers and maximize their use of our platform.

Qualifications:

  • Experience: 5+ years of experience in customer success, account management, or related roles within the technology industry, with a focus on B2B SaaS solutions; experience in commercial real estate technology is a plus.
  • Leadership: Proven track record of leading and mentoring successful customer success teams 
  • Customer-Centric: Deep understanding of customer success best practices and a passion for driving customer outcomes and satisfaction.
  • Strategic Thinker: Ability to develop and execute strategic plans, with strong problem-solving and decision-making skills.
  • Communication: Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Analytical: Proficient in using data to drive decisions, with experience in customer success platforms and CRM tools.
  • Adaptability: Comfortable working in a fast-paced, dynamic environment and capable of managing multiple priorities.
  • Education: Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree is a plus.