Chief Customer Value & Growth Leader (SaaS)

Open GI; Worcester; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Company pension

Bonus opportunity

Life assurance

Cycle to work

Perkbox

Holiday entitlement 25 days

Job summary

Open GI is seeking a Head of Customer Value to lead end-to-end customer experience, combining proactive success and reactive service while driving a data-driven strategy for adoption, retention and growth. You will develop and coach a high-performing team of Customer Success & Service Delivery Managers, building executive relationships to maximise value from our software solutions.

The role partners with Product, Sales and the broader Customer team to shape the roadmap, improve the customer

Qualifications

• Educated to degree level (advantageous).
• Extensive experience in a senior customer success role within a B2B SaaS environment in a leadership/management capacity.
• Proven leadership experience managing Customer Success and/or Customer facing teams.
• Experience improving customer satisfaction, retention, and service performance.
• Strong understanding of customer success methodologies, metrics (e.g., churn, retention, NPS, LTV), and best practices.
• Experience in the insurance software sector or a closely related financial services technology domain is highly desirable.
• Proficiency with CRM and Customer Success platforms (e.g. Salesforce).

Responsibilities

• In conjunction with the Director of Customer Success, develop and execute a comprehensive Customer Value strategy aligned with Open GI's overall business objectives, focusing on adoption, retention, expansion and advocacy.
• Lead, coach, and develop a high-performing team of Customer Success and Service Delivery Managers.
• Build strong Executive level relationships with key customers. Act as their senior point of contact when needed, maximising the value they get from Open GI software solutions.
• Lead initiatives to enhance the overall customer experience across every touchpoint.
• Oversee escalation management (where needed), ensuring critical issues are resolved quickly and transparently.
• With the team, drive customer adoption and value realisation across all product lines and services.
• Champion automation, process optimisation, and self-service solutions.
• Define key performance indicators (KPIs) and metrics for the in-life customer success function and regularly report on team performance and customer health to senior leadership.
• Stay abreast of industry trends, competitor activities, and customer success best practices to continuously evolve our approach.
• Work with the team to identify and capitalise on up-selling and cross-selling opportunities, collaborating seamlessly with the Sales team to drive revenue growth.
• Develop, refine, and standardise customer success processes, playbooks, and best practices to ensure consistency and efficiency across the team.
• Collaborating closely with Product Development, Sales, and the wider Customer team to influence product roadmap, service improvements and overall customer experience.
• Own voice-of-customer programmes, including surveys, feedback loops, user communities, and advisory groups.

Skills

Executive communication

Team leadership

Strategic thinking

Cross-functional collaboration

Analytical mindset

Education

Bachelor's degree

Tools

Salesforce

MS Office

Job description

Open GI is seeking a Head of Customer Value to lead end-to-end customer experience, combining proactive success and reactive service while driving a data-driven strategy for adoption, retention and growth. You will develop and coach a high-performing team of Customer Success & Service Delivery Managers, building executive relationships to maximise value from our software solutions.

The role partners with Product, Sales and the broader Customer team to shape the roadmap, improve the customer