Head of Customer Success

Our client is a leading provider of Human Resources Software as a Service (SaaS) solutions. We are seeking an experienced and strategic Head of Customer Success to lead our dynamic team in ensuring the success and satisfaction of our clients across the UK.

As the Head of Customer Success, you will play a pivotal role in developing and executing strategies to enhance customer satisfaction, retention, and overall success. You will lead a team dedicated to building strong relationships, understanding client needs, and driving the adoption of our HR SaaS solutions.

Responsibilities:

1. Lead, mentor, and inspire the Customer Success team to achieve excellence.
2. Foster a customer-centric culture focused on delivering value.
3. Develop and execute strategies to maximize customer satisfaction and retention.
4. Drive the adoption of HR SaaS solutions to meet customer objectives.

Account Management:

1. Collaborate with the sales team to ensure a seamless onboarding process.
2. Proactively identify upsell and cross-sell opportunities.

Feedback and Improvement:

1. Gather customer feedback and communicate insights to relevant teams.
2. Work closely with product development to enhance solutions based on customer needs.

Metrics and Reporting:

1. Establish and monitor key performance indicators (KPIs) for the Customer Success team.
2. Provide regular reports on customer success metrics and team performance.

Qualifications:

1. Bachelor's degree in Business, Management, or a related field.
2. Proven experience in a customer success leadership role, preferably in the SaaS industry for 5+ years.
3. Strong leadership and team management skills.
4. Excellent communication and interpersonal abilities.