Head of Customer Success

GlobalData Plc; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

A leading company in the information service sector is seeking a strategic Head of Customer Success/Rev ops in London to enhance customer satisfaction and retention. This pivotal role involves leading a global team, executing customer success strategies, and collaborating with cross-functional teams to ensure clients receive maximum value from subscription solutions.

Qualifications

• Significant experience in customer success leadership roles, particularly in B2B subscription or SaaS companies.
• Strong track record of improving customer retention and satisfaction.

Responsibilities

• Develop and execute customer success strategy.
• Lead a high-performing customer success team.
• Collaborate with Sales, Product, and Marketing teams.

Skills

Customer success leadership

Interpersonal skills

Data analysis

Tools

Planhat

Highspot

Salesforce

HubSpot

Job description

Who we are…

GlobalData is a specialist information services business on a mission to help our clients decode the future, make better decisions and reach more customers. Using our unique data, expert analysis and innovative solutions we deliver intelligence on the world’s largest industries for companies, government organisations and industry professionals.

We began our journey in 2016, by combining a diverse range of specialist information services companies, with decades of trusted customer relationships and deep sector specialisms. Today, we operate as a single company and one fully integrated platform, with more than 3,500 colleagues worldwide, across 20+ industries, delivering value for over 5,000 customers.

Why join GlobalData?

GlobalData is at a pivotal point in its growth journey. Following multiple acquisitions and having recently received transformational investment we need curious, ambitious, courageous people to support us in achieving our vision of becoming the world’s trusted source of strategic industry intelligence.

Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. We recognise the collective power of our people, and it’s the collaboration of our teams that have shaped our success and will continue to do so in the future.

The role…

We are seeking a strategic and empathetic Head of Customer Success/Rev ops to lead our global team in enhancing customer satisfaction, retention, and expansion. This role is pivotal in shaping the customer's journey, developing detailed personas, and driving enablement initiatives to ensure our clients derive maximum value from our subscription-based solutions.

What you’ll be doing…

Customer Success Strategy & Leadership

• Develop and execute a comprehensive customer success strategy aligned with business objectives.
• Implement and manage market leading tools to better support our customers
• Lead, mentor, and scale a high-performing customer success team, fostering a culture of excellence and continuous improvement.
• Establish and monitor key performance indicators (KPIs) such as Gross and Net Revenue Retention, churn rate, and customer health scores

Customer Journey & Persona Development

• Map and continuously refine the end-to-end customer journey to enhance user experience and satisfaction by customer cohort
• Develop and maintain detailed customer personas to tailor engagement strategies effectively.
• Create codified onboarding and training paths for customers by segment and use case.
• Implement feedback loops to gather insights and drive improvements in customer interactions.
• Utilize Planhat to gain actionable insights, manage renewals, reduce churn, and boost expansion.
• Leverage Highspot to deliver targeted content and training, enhancing customer engagement and product adoption.
• Collaborate with cross-functional teams to ensure seamless integration and utilization of customer success tools.

Cross-Functional Collaboration

• Work closely with Sales, Product, and Marketing teams to align customer success initiatives with company goals.
• Provide customer insights to inform product development and marketing strategies.
• Participate in strategic planning and decision-making processes at the leadership level.

What we’re looking for…

• Significant experience in customer success leadership roles within B2B subscription data or SaaS companies.
• Proven track record of leading teams to achieve high customer retention and satisfaction rates.
• Strong proficiency in Planhat and Highspot, or similar CS tech, with the ability to leverage these tools for customer success initiatives.
• Excellent interpersonal and communication skills, with a customer-centric mindset.
• Experience in developing customer journeys, personas, and enablement programs.
• Ability to analyze data and translate insights into actionable strategies.

Preferred Qualifications

• Experience in a growth-stage company (10M–100M ARR).
• Background in managing diverse customer segments, including freemium/product-led growth models.
• Familiarity with CRM tools such as Salesforce and HubSpot.
• Experience in leading remote and international customer success teams.

In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit careers.globaldata.com

GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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