Head of Customer Success

SF Technology Partners; Birmingham; Hybrid; GBP 80,000 - 90,000; Full time

Benefits offered by this job

Electric company car scheme

Death in service

Flexible, hybrid working

25 days holiday

Share options

Clear progression pathway

Job summary

SF Technology Partners is seeking a Head of Customer Success in Birmingham to own and scale the customer journey from onboarding to renewal. You will work with Sales, Marketing, Operations, Tech and Product to embed automation that elevates service levels and continuity.

The role demands experience building customer success strategy from the ground up within a product-focused tech business, such as SaaS or FinTech, and a track record of strong NPS/CSAT improvements.

Qualifications

• Experience owning customer success improvements.
• Strong data-driven decision making to improve ROI.
• Proven track record with high NPS/CSAT in client services.
• Experience building a CS strategy from scratch in a tech product company.

Responsibilities

• Own and scale the customer journey from onboarding to renewal.
• Collaborate with Sales, Marketing, Operations, Tech and Product to embed automation.
• Drive data-led insights to continuously improve customer satisfaction.
• Deliver a sustainable, market-leading level of service and continuity.

Skills

NPS/CSAT focus

Data-driven decisions

Customer success improvements

People-centric approach

High-growth scale-up experience

Tools

Sales/CS automation tools

Job description

Head of Customer Success with experience making data driven decisions to drive customer satisfaction is sought by a market leading scale up based in Birmingham city centre.

Operating as a true disrupter in their field this scale up are utilising the latest in AI, cloud and automation technology to drive success within the professional services space.

With extensive UK growth planned over the coming months this Head of Customer Success will be the figurehead of customer satisfaction using data driven decision making to review, improve and scale the customer journey whilst working closely with sales, marketing, operations, technology and product to embed automation ensuring the customer receives a market leading level of service and continuity.

This role would suit a senior Client Success Manager looking to step up or a head of department with experience building a customer success strategy from the ground up ideally working within a product focussed tech business (Saas, FinTech, Martech etc).

In return this Head of Customer success will be given the autonomy to innovate and progress in a collaborative, delivery focussed environment.

This Head of Customer Success based near Birmingham should have most of the following key skills:

• Demonstratable experience owning customer success improvements
• Experience achieving strong NPS/ CSAT scores in a client services role within a tech business
• Strong data driven decision making to drive ROI through communication cadences
• A real passion for self-improvement and progression
• A tailored, people centric approach to customer service
• Any experience working in a high growth, dynamic scale up would be a plus

In return this Head of Customer Success based near Birmingham:

• Starting salary of £80,000 - £90,000
• Long term hybrid, flexible working
• Clear progression pathwayElectric company car scheme
• Death in service
• Flexible, hybrid working
• 25 days holiday
• Share options