Head of Customer Success

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🔥 3 minutes ago

🇬🇧 United Kingdom – Remote

💵 £60k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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IMP Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

SaaS • Enterprise

IMP Software is a company focused on providing software development services and solutions. The company operates remotely with a focus on consulting, software engineering, and development roles, mainly in the UK. It offers a platform for users to manage cookies and data privacy, indicating a commitment to compliance with privacy standards and ensuring a user-friendly online experience. IMP Software is involved in analytics to optimize their services and enhance customer experience.

📋 Description

• Lead the Customer Success team and establish Customer Success as a standalone department • Build and evolve Customer Success processes as the company scales • Own customer health, adoption and outcomes across all live customers • Build and maintain a customer health framework using usage, support, engagement and renewal data • Set portfolio priorities and focus effort on customers needing attention • Receive and assess go-live handovers from Implementations • Build the retention plan jointly with the Head of Account Management • Coordinate with Support, Account Management, Implementations and R&D • Provide early warnings about product, knowledge and commercial issues • Translate product roadmaps into customer-facing plans and launch preparation • Run customer-facing product direction and adoption sessions • Provide Support with demand signals ahead of launches • Manage and develop the Customer Success team through objectives, one-to-ones and development plans • Report monthly to the Chief Customer Officer on customer risk, health, adoption and launch support • Use CRM, work management tools and AI to maintain current customer health information and reduce administration

🎯 Requirements

• Either led a customer success team in a B2B software business, or been an outstanding customer success lead ready and hungry to lead a team • Demonstrable impact on customer outcomes • Ability to anticipate customer needs and deliver solutions proactively • Comfortable working in a non-commercial customer success role alongside a commercial team • Experience running customer-facing sessions at scale, such as webinars, user groups or product briefings • Ability to monitor a whole customer base, identify customers drifting, and act early • Ability to build processes with peers and establish clear team boundaries • Experience working closely with product teams to translate roadmaps into customer impact • Comfortable working through tooling and AI; CRM experience such as HubSpot is an advantage • Ability to lead a small team, set direction, give feedback and develop people • Experience in education, MAT finance or a comparably regulated sector is welcome but not essential

🏖️ Benefits

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days) • Enhance Maternity and Paternity leave • AXA Health insurance including dental, optical and mental health • Broadband allowance • Home office stipend • Life assurance (4 x basic salary) • Encouraged and funded CPD • Flexible working • Regular team socials • Opportunities to develop

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