Head of Customer Success – EdTech – London

The Company

Connecting millions of Higher Education students and ambassadors digitally around the globe to make more informed decisions about their future educational prospects.

Launching in 2017 the client has seen rapid growth within the UK, US and across wider Europe. Now empowering over 10 million students across 4 continents with easy-to-deploy technology, market share has seen rapid expansion. With scale on the forefront and over $7m raised from top-tier investors, the client is on the path to becoming one of the most significant players in EdTech globally for the next several years.

The Role

As the Head of Customer Success, you will be a hands-on and motivated individual, targeted on leading, strategising with and growing a successful team of Customer Success Manager’s to increase UK and EMEA footprint within existing accounts. You will be leading from the front in a small team, with the ambition to grow quickly, by leading initiatives around maximising retention, adoption and overall lifetime customer lifetime value for enterprise brands.

The team size is currently 3 Customer Success Managers in London with an additional Customer Success executive. The plan is to scale this team drastically to upwards of 12 over the next 18 months, so the Head of Customer Success will need experience of growing and scaling a team of similar size within a high-growth, scale-up, SaaS environment.

• Managing a high-performing Customer Success team in the UK, with the goal to optimise existing clients and grow revenues within those accounts.
• Maintain and develop C-level relationships with clients.
• Own complete and overall success of customers, including onboarding, implementation, product adoption, retention and growth.
• Serve as an advocate for the platform and technology while collaborating with internal and external stakeholders to deliver a fantastic solution offering.
• Lead account planning processes that develop performance, revenue targets and critical milestones of client renewals.
• Pioneer expansion of new opportunities within the account from solution development to cross-sell and upsell opportunities.
• Coordinating team reviews and providing 1-to-1’s that improve each member overall performance.
• Managing recruitment and training of new team members.

The Candidate

The successful Head of Customer Success will possess the following skills and experience:

• Experienced Head of, VP or Director of Customer Success, having managed small teams and scaled successfully.
• Knowledge of B2B SaaS technologies. Preferential to be from an EdTech background.
• Track record in delivering SaaS solutions to larger customer bases over several regions.
• Ability to build strong relationships across several different business units within 1 account.
• Proven track record of putting Success Enablement processes in place using data and reporting tools.
• Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction.
• Structured, organised and meticulous approach to projects with excellent attention to detail.
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
• Reliable individual who delivers on promises, meets deadlines and remains calm under pressure.

To be considered for this fantastic opportunity, please send a copy of your CV to cknights@welovesalt.com in the first instance.

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