A highly successful and fast growing arts education company at the forefront of EdTech has an exciting opportunity for a Head of Customer Success to join their inclusive and friendly team based in their bright and modern central London offices (with hybrid working: min. 1 day per week spent in the London office). The company offer a competitive salary and excellent benefits package.
The Head of Customer Success will have ownership of the Customer Success function, where you'll be managing a team dedicated to providing excellent service to key customer stakeholders, such as district coordinators and higher education librarians, and end users, mainly teachers. This is an influential role with a high level of responsibility within a fast-paced environment and high-growth company. You will strive to give all customers a first rate experience and be committed to working along the cycle to support the end objective: renewing customers. Key responsibilities include:
- Manage and develop an existing team of Customer Success, Retention and Customer Service representatives to become one cohesive unit;
- Create and implement effective strategies to ensure the company onboard and retain as many clients as possible;
- Implement, review and take decisions based on meaningful customer metrics;
- Work closely with the sales team, always ensuring data is up to date on the CRM (Hubspot);
- Help teachers get the very best out of the company's platform and become a product expert.
The Head of Customer Success will have strong people management experience in a similar Customer Success role, and an understanding of the retention process in a SaaS business or, ideally, Edtech or a related sector. As the Head of Customer Success you will be a strategic thinker, highly organised and customer focused, with excellent communication skills, both written and verbal. You will also be sufficiently technically minded to understand customer authentication processes. A passion or interest for the arts, education or EdTech would be desirable but not essential. To find out more about the opportunity to join this innovative, fast-growing EdTech business, get in touch ASAP!
For a full description of the role, please send your CV with a brief paragraph outlining your relevant skills.
Closing Date: Early applications may be prioritised.
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