Head of Customer Success

Healix International; Esher; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a strategic Head of Customer Success to spearhead a newly formed team. This role is pivotal in ensuring seamless onboarding and driving long-term customer satisfaction. You will thrive in a fast-paced environment that values innovation and collaboration. By leading cross-functional teams, you will define and execute customer success strategies that enhance customer engagement and retention. If you are passionate about customer success and ready to make a significant impact, this opportunity is perfect for you.

Benefits

UK employee healthcare benefits

Travel assistance

Medical assistance

Security assistance

Development opportunities

Qualifications

• Proven experience in customer success and leadership roles.
• Strong communication and negotiation skills.

Responsibilities

• Lead and mentor a high-performing customer success team.
• Define and implement customer success strategies with KPIs.
• Collaborate with Sales, IT, and Operations for seamless transitions.

Skills

Leadership in customer success

Team management

Cross-functional collaboration

Communication skills

Analytical mindset

CRM expertise

Customer success strategies

Project management

Tools

Salesforce

Job description

Job Description

Location: Healix Group, Healix House, Esher Green

We are recruiting strategic and dynamic Head of Customer Success to lead and grow our newly formed Customer Success team. In this role, you will be responsible for ensuring customers have a seamless onboarding experience, driving long-term customer satisfaction, retention, and growth. You will have the opportunity to join a fast paced environment that values innovation, collaboration and a customer centric approach.

The Head of Customer Success will play a key leadership role in defining the vision and execution of our customer and client success strategy in a global operating environment, working cross-functionally with Sales, IT, and Operational teams to deliver exceptional service and value to our client.

Skills And Experience

• Proven leadership in customer success, managing teams focused on onboarding and retention.
• Experience building high-performing, customer-centric teams.
• Cross-functional collaboration within matrix structure organisations.
• Strong leadership, communication, negotiation, and interpersonal skills.
• Analytical mindset with strategic decision-making using data and customer insights.
• Expertise in CRM and customer success tools (e.g. Salesforce).
• Deep understanding of customer success best practices and strategies.
• Strong project management skills for managing multiple initiatives.
  
  

If you're passionate about driving customer success and leading cross-functional teams, we want to hear from you!

About The Role

Key Responsibilities:

• Lead and mentor a high-performing team focused on customer success.
• Oversee streamlined onboarding processes to drive early adoption and reduce churn.
• Define and implement customer success strategies, setting goals and KPIs.
• Collaborate with Sales, IT, and Operations for seamless transitions and communication.
• Develop programs to enhance customer engagement and retention.
• Monitor performance and KPIs for continuous improvement.
• Advocate for customers, addressing pain points and driving enhancements.
• Refine processes for efficiency and scalability.
• Report to senior leadership on successes, challenges, and strategic recommendations.
  
  

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

• Experience in the Risk / Resilience Management and / or Travel Assistance field
  
  

Required Criteria

• Expertise in CRM and customer success tools (e.g., Salesforce
• Proven experience in customer success, with at strong experience in a leadership role, managing teams focused on customer onboarding and client retention
• Excellent communication, negotiation, and interpersonal skills to interact effectively with internal stakeholders and customers.
  
  

Closing DateFriday 16th May, 2025

Contract Typefulltime

SalaryBased on Experience