Head of Customer Success – Software As A Service, Saas

** HEAD OF CUSTOMER SUCCESS ** SOFTWARE AS A SERVICE / SaaS / CLOUD BASED SOFTWARE ** CUSTOMER JOURNEY **

Your role isn’t sales. You’re an expert at leading customer success teams, formulating and delivering the strategies needed to maintain high licence renewal rates. You’ve been there and done it. You’d love something closer to the Midlands instead of having to commute South to get into the office. You’d love a fresh challenge in a new industry, something with the scope to shape, make a big difference and get you motivated for the early mornings. Especially if that opportunity was in a high-growth market that doesn’t look like slowing down in the foreseeable. Unfortunately at this level, they are extremely hard to come by..

This is what makes this an amazing one. Working with a global SaaS provider, your role will be to head the customer success team and maintain a highly impressive rate of renewals. In addition to managing your team of 5, you’ll have access to resource from various other teams to drive value to the customers.

Our client is a global leader in their own right with a unique capability around customer experience solutions, delivering huge monetary and intangible return, backed by strong referenceability and case studies with leading enterprises. In essence, the perfect platform is here for someone with the right level of leadership and Customer Success experience to come in and make a real difference, propelling their own career progression and earnings potential.

JOB TITLE: Head of Customer Success – Software as a Service, SaaS.

LOCATION: Birmingham, Sutton Coldfield, Dudley, Wolverhampton, Walsall, Tamworth, Worcester, Coventry, Northampton, Leicester, Leamington Spa, Warwick, Banbury.

PACKAGE: £120,000 basic, + £20k OTE.

COMPANY INFORMATION

Established: 15-20 years.

Turnover: £10-20m
Core offering: Software as a Service (SaaS) & Technology solutions:

* Customer journey
* Marketing
* Brand
* Customer loyalty

KEY EXPERIENCE REQUIRED

* There is full training and ‘on-boarding’ with the role, as such, industry sales experience is not a necessity.
* Track record of managing a customer success team in the IT environment is a must.
* Experience around SaaS is an advantage but not a necessity.
* Track record of hitting licence renewal targets.
* A real strategic leader with an ability to coach individuals to maximise individual’s growth.
* Customer centric mentality.
* Operational expert with the ability to manage internally and externally.
* Drive and motivation; examples of key wins or success.
* Ideally degree educated or of degree calibre.

ROLE INFORMATION

As the Head of Customer Success, your role is to coach and manage the team responsible for ensuring that the customer base renews their contract at the end of term. This can only be achieved by helping them to realise maximum benefit and value from the solutions provided. Our client’s impressive and near-perfect renewal rate is testament to this culture. Where else would the current performance rate be higher than the target they’d expect you to achieve?

The offering is industry agnostic, highly scalable and hugely successful within organisations from large, household names to SMEs. The candidate will be provided with the opportunity to work across multiple sectors and type of businesses. No two days will be the same and here lies the opportunity to be a big part of an established, growing company that is a true disruptive player in their field.