Customer Success Lead

VeryConnect; Glasgow; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Join a leading tech startup in Scotland as a Customer Success Lead, where you will play a crucial role in enhancing customer experiences and optimizing internal processes. This dynamic position involves mentoring a growing team, managing customer relationships, and driving strategic initiatives to ensure customer satisfaction. You will collaborate with various departments to align efforts with business objectives while enjoying a hybrid work environment. This innovative firm values inclusivity and continuous learning, making it an exciting place to grow your career.

Benefits

31 days annual leave

Company pension scheme

Enhanced Maternity, Paternity and Adoption Pay

Tech Bundle and personal equipment budget

Team Away Days and Socials

Qualifications

• Proven track record in Customer Success roles within B2B SaaS.
• Experience leading teams and optimizing customer engagement.

Responsibilities

• Oversee Customer Success operations and project coordination.
• Enhance customer satisfaction through process improvements.

Skills

Customer Success Management

B2B SaaS Experience

Project Management

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Relevant Certifications

Tools

CRM Systems

Customer Service Tools

Job description

This range is provided by VeryConnect. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from VeryConnect

As one of Scotland’s leading tech startups, at VeryConnect we support industry, academic and professional membership organisations manage and engage their member communities. Offering a collection of membership management services, we’re building platforms, tools and services that allow members to network, communicate and engage wherever they are. A well established offering with product-market fit, VeryConnect is used by many leading professional organisations that manage tens of thousands of end users worldwide and we’re gearing up for growth.

The Role

VeryConnect is seeking an experienced Customer Success Lead with a passion for people and world-class customer experience. You’ll play a pivotal role taking ownership of the Customer Success operation, with hands-on project coordination, company wide prioritisation and strategic level involvement. You’ll oversee colleagues focusing on onboarding and support activities while taking a lead on general relationship management, ensuring our customers fully leverage the platform’s capabilities.

Your main responsibilities will include, but not be limited to:

• Process improvement: optimise internal processes and systems, leveraging data, automation and best practices to improve efficiency and scale. Ideally you would have experience in a similar role within a B2B, SaaS organisation.
• Lead and mentor: develop and support a growing Customer Success team acting as the point of escalation for queries while ensuring exceptional customer experience. You’ll be driving our customer-first culture, promoting proactive communication and relationship building to understand our customers’ needs and goals.
• Project management: plan and execute end-to-end delivery of various customer-related projects, directly interfacing with product and development teams and providing direction on evolving priorities based on customer requirement.
• Customer insights and reporting: monitor and enhance Customer Success metrics preparing, presenting and analysing key information including activation, engagement, retention, and overall satisfaction.
• Internal comms: collaborate with development, sales, marketing and operations teams to align Customer Success efforts with overall business objectives. Consider internal priorities, contributing to product strategy and roadmap.

About you

You’re passionate about people, technology and excellent service, comfortable working directly with the CEO to influence strategic direction while executing day to day delivery. We want to hear from you if you:

• Are an experienced and strategic Customer Success professional with a track record of managing others within a B2B SaaS organisation.
• Strive in a fast-paced, scale-up environment and are happy operating at all levels.
• Demonstrate excellent communication skills with the ability to influence and manage senior stakeholders internally and externally.
• Possess an analytical and data-driven mindset, capable of solving problems and making informed decisions based on insights.
• Are an expert in customer service tools and CRM systems, with a bias toward automation and scalability.
• Can adapt to business requirements, getting stuck in to deliver results.

What we offer you

• Salary range: £45,000 - £60,000 determined by experience and qualifications
• 31 day’s annual leave
• Company pension scheme
• Enhanced Maternity, Paternity and Adoption Pay
• Tech Bundle and personal equipment budget
• Team Away Days and Socials
• A fast moving environment that ensures our team are always learning and growing
• We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

The Logistics

• Working pattern: Full time: Monday to Friday, 0900 - 1730
• Contract: Permanent
• Working location: Hybrid remote - 3 days office based (Glasgow Charing Cross)

Our recruitment process is simple - no online tests or presentations:

• Submit your CV and cover letter explaining why you’re interested in this role and why you think you’re a great fit.
• Phone call with our Operations team (15 minutes)
• Two interviews via Zoom (x2 45 minutes)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and Strategy/Planning

• Industries

  Software Development

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