A UK based Sports Gaming firm is searching for a Head of Customer Success to oversee the middle ground between customer success and business development. You will manage the customer success team in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process. You will also be responsible for the CS team structure: they build the team, create and amend processes, and lead the team towards driving value for customers. The ideal candidate will have at least 5 years' experience as Customer Success Manager and at least 3 years' experience managing a team. If you are interested in this remote role, please apply!
DUTIES AND RESPONSIBILITIES
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Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
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Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
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Creating an optimized & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it. They also work with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).
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Determining the metrics, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.
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Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
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Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
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Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
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Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
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Ensure the company delivers exceptional account management and customer experience.
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Automate processes to ensure effectiveness and efficiency.
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Ability to create structure in ambiguous situations and design effective processes.
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Ability to work in as part of the greater organisational team but also work independently.
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Build relationships with vendors, communities and customers.
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Maintaining a consumer-focused outlook and aiding in the delivery of IT projects to market.
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Effectively communicate at all management levels with clients/ stakeholders.
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Make recommendations to improve client service and fair treatment of clients within area of responsibility.
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Develop and maintain productive and collaborative working relationships with peers and stakeholders.
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Positively influence and participate in change initiatives.
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Continuously develop own expertise in terms of professional, industry and legislation knowledge
CANDIDATE PROFILE
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Minimum 5 years of experience working as a Customer Success Manager.
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Minimum 3 years of experience, leading a customer success team (with 5 or more people) with proven performance and specific revenue goal achievement.
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Experience in working with complex, multi-divisional, multi-geographical customers.
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Matric or international equivalent.
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A related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage.
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Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education.
COMPANY BENEFITS
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Remote!
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Great salary!
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Superb bonus!!
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
If you are ready to take your career to the next level and make a meaningful impact as the Head of Customer Success in a thriving gaming company, we encourage you to apply now!