Location

Cambridge, Hybrid

Date Posted

12/12/2022

Employment Type

Permanent

Salary

Job Ref

GL-HCS

Head of Client Success

Cambridge, hybrid

 

The role

An essential part of their ongoing mission to help tackle climate change our niche technology client are looking to add a Head of client Success who will collaborate with both Sales, Client Solutions specialists and Clients to ensure clients are getting business value from using the products, and seeing such value that they renew or grow their annual contracts.

In this newly crated role you will not only be overseeing a team of Client Success Managers you will be involved from the start in leading the Customer Success strategy.

Where will you be joining?

A specialist SaaS business with a clear mission statement, you will be joining a business who are using their product to assist some of the biggest global brands in their pathway to reducing carbon emissions.

What will you be bringing to the role?

Although being a Head of the team, the role is still hands on and require you to:

  • Be able to help build a team from the ground, defining the direction of the team, identifying key metrics to track, and owning the customers’ journey, from onboarding to preventing churn.
  • Have the ability to cultivate strong relationships with customers, understand their needs, clearly communicate their perspective internally and externally, and balancing these with business priorities.
  • Anticipate and identify client upsell opportunities, challenges, and risks, proactively communicating across the business and developing solutions alongside Sales, Product, and Client Solutions to avoid churn.
  • Hire and lead an ambitious team of global CSMs, as the business grows, making appointments who can drive the success and future growth of our customers.
  • Speak the language of customers through written and verbal communications, adapting your delivery style and content according to your audience.

 

Your background.

  • Successful track record in client success, account management, or sales as part of a SaaS organization.
  • Experience in team leadership and management experience, including hiring, mentoring, and growing a diverse team with illustrated increase in performance.
  • Proven success in driving technology adoption, usage, and client engagement – including identifying opportunities for upsell, uplift and account expansion.
  • Excellent verbal and written communication skills, including the ability to present to executive-level audiences as well as users.

For more information please contact Gareth Ludlow on 01905 783352 or email [email protected]

A company from Ballards LLP Chartered Accountants

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