Head of Customer Success
Job Description
Website Verifile Limited
At Verifile, we’re committed to helping ensure that every one of
Head of Customer Success
Competitive Salary with opportunity of quarterly bonus
Who we are?
Verifile is an award-winning leading provider of CV verification and background screening services using innovative technology and methodology. We carry out background checks on candidates to enable our clients to make informed and long-term rewarding recruitment decisions.
As Head of Customer Success, you will construct a strategy that promotes the ideal customer-centric culture throughout our business. The goal being to increase customer satisfaction, advocacy, retention, and the value customers get from our services. You will delight our customers and their candidates’ and exceed their expectations.
You will be a people leader and also have a good handle on how technology is used to improve Customer Success, understanding what it means to work in a business that is driven by data and information.
This role is a great opportunity for you to put your mark on our future by defining the customer success strategy and then implementing it.
About the role:
Define, optimise, and communicate our customer success mission statement, vision, goals, and objectives
Drive Customer Success outcomes by increasing renewal rates and reducing churn, expanding revenue through upsell and cross sell and driving new business through greater advocacy
Define and optimise the customer journey and lifecycle through objectives such as mapping the customer journey, improving engagement approaches and manging escalations whilst Identify opportunities for continuous improvement.
Inspire Customer Success across the company: aligning with marketing, product, sales and finance
Grow, mentor and inspire a world class Customer Success team by setting expectations, providing feedback, encouraging continuous learning and creating culture of massive customer delight
The must haves:
A minimum of 5 years’ experience in leading customer success, ideally for SaaS businesses
A great track record of expanding revenue and mitigating customer churn
Strong empathy for customers AND passion for revenue and growth
Ability to manage influence through persuasion, negotiation, and consensus building
Be driven by customer happiness and success
An interest and understanding of emerging technologies and how tech can enhance our customer service
You’ll be an enthusiastic and creative leader with experience of managing and developing a team, improving performance, and supporting an environment of continuous learning
Degree level education preferred
To apply for this job please visit www.verastar.co.uk.
