Head of Customer Success
2 weken geleden
We are partnering a leading ERP software provider that is undergoing an exciting transformation and looking for a Head of Customer Success to lead this change. This is a fantastic opportunity for a strategic, data-driven, and customer-focused leader to make a real impact in a company that is restructuring its Customer Success & Support teams to drive efficiency, retention, and growth.
Why Consider This Role?
- Drive a CX transformation: The business is evolving its customer operations, and you will play a pivotal role in shaping the future strategy.
- Data-driven & innovative approach: The company is investing in AI, automation, and CRM tools like Salesforce to enhance customer experience.
- Clear progression path: Previous hires have quickly moved into senior leadership positions across the business
- Cross-functional leadership: Work closely with Product, Sales, and Marketing to ensure an exceptional customer journey.
Key Responsibilities:
- Lead & develop the CX function, overseeing both Customer Success & Support
- Improve key metrics like Customer Lifetime Value (CLV) & Net Promoter Score (NPS).
- Implement a new CX structure, driving efficiency and best-in-class customer engagement.
- Leverage technology & automation to enhance customer insights and personalisation.
- Drive retention & revenue growth through optimised onboarding and proactive account management
What We're Looking For:
- 10+ years of leadership experience (ideally in automation, SaaS, or ERP).
- Proven track record of leading teams through transformation and change.
- Strong analytical mindset—able to translate customer data into actionable strategies.
- Experience in customer-centric strategies and expertise in CRM, AI, and automation tools.
- Strong stakeholder management and collaboration across Product, Sales, and Marketing teams.
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