Head of Customer Success
COMPANY OVERVIEW:
This company is on a mission to transform the meeting culture in organizations around the world. With an award-winning meeting solution and the number one meeting management platform for Microsoft Teams and 365 they empower thousands of companies around the world to build a great meeting culture through increased collaboration, engagement and productivity.
Without paying deliberate attention to meeting culture, meetings tend to default to the kind that we’ve all been in: directionless, a waste of valuable working time and lacking in results. But meetings don’t have to be this way — especially not when you’re armed with the right intention and the right tools. When we bring people together, we should be enabling their best work, both inside and outside of the meeting. That’s why they built a tool that empowers leaders to drive meeting culture at their organizations.
This is a high growth company with offices in Norway (HQ), USA, and India, backed by a strong group of institutional investors. The team is rapidly expanding to meet the growing needs of the business, and are looking for outstanding people to help fuel the rocket.
POSITION OVERVIEW:
The company seeks a highly talented Head of Customer Success to scale up operations during continued business growth. The individual will lead an integrated Customer Success (CS) organization to assure client retention, adoption of and engagement with the company’s solutions, and driving new revenue growth opportunities through self-service and sales-led models.
Responsibilities include developing a world-class CS organization that supports successful SaaS deployments. The CS organization will develop long-term client relationships, increasing adoption rates and driving business value, return on investment, satisfaction, and long-term client retention and growth.
The Head of Customer Success will design and build out the Global Client Success business model, structure and framework, ensuring a scalable, sustainable operation that remains future-ready. They will develop an operating model for CS catering to cloud/SaaS deployment that remains future proof and leading edge as the market continues to evolve. The individual will allocate resources and budgets wisely to create an efficient and integrated global organization that can deliver outstanding levels of client success operating ‘as one.’
The Head of Customer Success will also instill suitable metrics and measures to effectively calibrate and continually enhance performance, optimizing outcomes and ROI and demonstrating the clear value of the organization. They will work closely with R&D, Engineering, and Product Management leadership to ensure successful on-boarding of new clients and assure Release Readiness. The ideal candidate will have a hands-on, engineer mindset when it comes to creating solutions and a demonstrable “client first” mindset and track record.
Strategy and Team:
- Design and build out of the global Customer Success business model, structure and framework, ensuring a scalable, sustainable operation that remains future-ready. This includes a deep understanding and hands-on experience building self-service customer success models and automation, particularly through Hubspot
- Further develop, grow and lead the CS team
- Develop an operating model for CS catering to cloud/SaaS deployment, and that remains future proof and leading edge as the market continues to evolve.
- Ensure CS engages effectively with key enterprise accounts, and have experience collaborating with a partner eco-system
- Ensure the teams operate consistently to best-practice standards at every stage of the client cycle, from sales and business development through onboarding, delivery and long-term relationships
- Enhance and evolve the competency models for CS to deliver on client and commercial needs and objectives
- Ensure the organization collaborates successfully with all other functions across the matrix, including Sales, Product, Engineering, Marketing and all corporate functions
Operational, Client and Revenue Outcomes:
Allocate resources and budgets wisely to create an efficient and integrated global organization that can deliver outstanding levels of client success operating ‘as one’, within a matrix organization: aligning closely to and contributing to the success of specific regions and geos, alongside corporate and global CS priorities
- Create the scale to improve resolution engagement and remove the need for every problem to be escalated to development, the CTO, and other executive management
- Through world-class engagement with clients, deliver increased overall client satisfaction, retention, repeat business and incremental growth
- Leverage comprehensive understanding of the platform to provide relevant recommendations on solutions and to secure increased adoption; including enhancements aligned to specific clients’ business needs
- Identify and develop further client opportunities within all regions; collaborate with sales teams to ensure Client growth and attainment of all Client objectives, enabling additional revenue and profit
- Identify and assess renewal risks for clients’ license and service subscriptions and collaborate with internal teams to address these and achieve commercial objectives
Systems, Measures, Insight and Continuous Improvement:
- Ensure all required systems, data and analytics capabilities are in place and optimized to support the build out of a data driven, world-class CS operation
- Instill suitable metrics and measures to effectively calibrate and continually enhance performance, optimizing outcomes and ROI and demonstrating the clear value of the organization; both internally with peer groups and other business functions, and externally with clients, prospects and partners
- Ensure the CS team provides timely account or issue status reporting, at both detailed and executive summary levels, to clients and leadership teams
- Ensure team, systems, and operational readiness for launch of new service offerings that develop as the business evolves, and for promoting adoption of these offerings
- Monitor and identify trends in product adoption and utilization, providing:
- Guidance to clients as part of quarterly/annual Success Reviews, and,
- Relevant insights to the Chief Customer and Marketing Office, CEO, Product, Sales, Marketing, Support and Executive Teams within the company as voice of the client and owner of end-to-end CS
- Work closely with R&D, Engineering and Product Management leadership to ensure successful on-boarding of new clients and assure Release Readiness
- Work closely with the Finance organization to align CS strategy, objectives and operation while adhering to all financial parameters
PREFERRED PROFILE:
- A hands-on, engineer mindset when it comes to creating solutions. The ideal candidate will not just be a strategic thinker who outsources the activation of ideas, but will be ‘in the trenches’ building out the solutions first-hand.
- A demonstrable “client first” mindset and track record; a naturally talented executive-to-executive and organization-to-organization relationship builder
- Ability to drive and teach first tier data solutions resolutions and problem-solve
- Deep experience in delivering Client Success within SaaS environments
- Proven experience operating and achieving within the Tier 1 enterprise technology industry: the ideal candidate will have succeeded in a $10m to $100m software vendor with deep insight as to the intricacies of building, scaling and industry best practice
- A proven catalyst of rapid and strategic change within Customer Success
- Ability to hire, motivate, develop, and retain world-class talent, having led globally located teams across multiple languages to achieve success within a high-growth global company in a rapidly evolving market
- Decisive and innovative in leadership style – able to inspire team members to achieve more in an environment of continuous evolution and change
- Will have defined/improved systems, structure, process measures, metrics and KPIs to drive CS improvements and execute against growth goals
- Deep level of global experience and understanding of regional market dynamics
- Deep knowledge of GTM business processes within target markets
- Verticals of interest include highly regulated industries, Financial Services, Telecommunications and Technology, Industrial, Healthcare and Retail
- Results driven execution: visionary ideas executed swiftly and to high levels of quality through planning, a sense of urgency and holding self and others accountable for timely achievement of goals
- Ability to assimilate the market and product, capabilities, best use and deployment
- A ‘driven to win’ approach and outlook. Someone who is acknowledged for their motivational presence and performance at the highest levels. This results-oriented professional is committed to the long-term success of their team, the company and the client at every stage
- Strong communication skills: the ability to interface with all levels of a client organization across the business and IT
- Some travel required – willing and able to travel as required
PREFERRED EXPERIENCE:
- 5+ years of relevant experience in software/SaaS in customer success/client service role
- Experience and familiarity selling to the executive suite, finance and operations organizations is a plus
- Analytical, data-driven, able to deal with complexity and simplify key takeaways
- Data mapping, data analysis, systems integration knowledge, project management
- This position would benefit from someone with a background in this “space,” but a candidate with the talent to excel is more important than specific domain experience.
- A desire to truly change meeting culture within global organizations
LOCATION: Remote in the UK or Nordic Region
Job ID# 1351966
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