Head of Customer Success – FinOps

Job not on LinkedIn

🔥 0 minutes ago

🇿🇦 South Africa – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nebula

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

✈️ Travel

Consulting • Marketing • Travel

Nebula is a platform offering smart and thoughtful videos, podcasts, and classes from creators. It is creator-built and creator-owned, providing a space for experimentation with exclusive originals and bonus content. Nebula is ad-free, allowing users to watch offline in mobile apps for a subscription of $6 per month. It features Nebula Originals, which include documentaries, collaborative series, and animated specials. The platform supports creators and offers classes to help users develop skills and discover new interests. Content can be accessed on various devices, including TV, through specific applications and allows offline playback.

📋 Description

• Lead the combined Customer Success and FinOps function across three countries • Own the contract and senior stakeholder relationship for every account in the portfolio • Own net revenue retention, gross retention and expansion across the account base • Identify account risk early and lead commercial negotiations • Own the health-check framework, including Customer NPS and CSAT • Own feasibility studies and Proof of Value engagements • Set and defend quality standards for dashboards, customer reports and steering committee packs • Own delivery methodology, the FinOps Certified Platform certification programme and training strategy • Convert customer feedback into product development inputs • Own Service Desk prioritisation, turnaround times, first-time resolution and SLA performance • Champion AI adoption and measurable operational improvements • Represent Customer Success and FinOps on the Executive Committee and report performance and strategy to the CEO and ExCo • Hire, shape and grow the team, with employee eNPS as an accountability measure • Manage vendor and partner relationships

🎯 Requirements

• Relevant tertiary qualification in business, technology, finance or a related discipline • Postgraduate business qualification advantageous • FinOps Certified Practitioner or Professional advantageous; expected within the first year if not already held • 10+ years in customer success, service delivery or account leadership in B2B technology • 5+ years at head-of-function level • Direct, named accountability for a revenue retention number (NRR, GRR or equivalent) across an enterprise portfolio • Experience leading multidisciplinary teams combining relationship-facing and technical/analytical delivery roles • Stakeholder management and negotiation experience at CIO, CFO and Executive Committee level in enterprises of 500+ employees • Commercial negotiation experience, including contract renewals, upsell and contract structuring • Track record of building process, methodology and standards from a low base in a scale-up • Working knowledge of technology expense management, telecom expense management or cloud FinOps • Experience operating across multiple geographies and distributed teams • Advantageous: ownership of a services P&L or delivery margin • Advantageous: experience in the Microsoft or AWS partner ecosystem • Advantageous: experience taking an organisation through a formal vendor or industry certification • Advantageous: track record deploying AI tooling into an operational function with measured productivity outcomes

🏖️ Benefits

• 20 leave days a year • “Mulligan day” each quarter after meeting all deliverables (4 extra leave days annually) • High-spec laptop and equipment for remote work • Once-off at-home office allowance • Flexible working hours, Monday to Friday • Well-being programme and employee support services • Paid-for Microsoft courses and certifications • Training allowance every two years for a non-work-related hobby • Culture and Social Responsibility initiatives • Free Gap cover