Head of Customer Success

Kuberno; London; Remote; GBP 70,000 - 100,000; Full time

Job summary

A leading company in entity data management is seeking a Head of Customer Success to drive growth and enhance customer experiences. This role requires strategic leadership, collaboration across teams, and a focus on customer retention and satisfaction in a fast-paced environment.

Qualifications

• Experience leading a Customer Success team in a rapidly scaling SaaS business.
• Ability to lead large or strategic customer relationships.

Responsibilities

• Develop and implement customer retention strategies.
• Lead and mentor a team of customer success managers.
• Build and maintain strong relationships with key customers.

Skills

Leadership

Customer Retention

Creative Problem Solving

Empathy

Communication

Education

Experience in SaaS

Job description

Do you want to join a collaborative and award-winning business which is transforming governance through cutting-edge technology?

Kube is Kuberno’s unique entity governance platform. It provides a definitive source of truth for entity data and streamlines multi-team enterprise-wide management of entities. (A limited company is just one type of “entity” … just in case you were wondering! But don’t worry if you didn’t know that – we love sharing our knowledge and experience of entity data and can get you up to speed in no time!).

As an established disruptor to the market our global customer base continues to expand at pace, and we are looking for a Head of Customer Success to play a pivotal role in driving the growth and scaling of Kuberno.

By providing strategic leadership and fostering a culture of excellence leading the Customer Success team, this role will ensure that our approach to customer success remains market-leading and recognised as one of our unique selling points (USPs). The Head of Customer Success will be instrumental in scaling the team alongside the business, building on existing foundations to deliver an even more impactful customer success experience. This role collaborates across the business bringing the voice of the customer to everything we do. Through continuous improvement and proactive engagement, the Head of Customer Success will help Kuberno achieve its ambitious growth targets and solidify its position as a leader in entity data management.

We are looking for teamwork, aptitude, and attitude, and you will be expected to hit the ground running in a fast-paced environment. Being a self-starter, highly motivated and wanting to be part of the team culture is key.

So what would you be doing in the role?

• Customer Retention Strategy:Develop and implement comprehensive customer retention strategies that align with our business goals and drive customer loyalty.
• Own Net Revenue Retention (NRR)by driving adoption and supporting customers in fully unlocking the power of Kube – delighting our customers throughout their journey.
• Revenue Growth:Identify opportunities to add value to existing customers, and work with the customer success team to execute growth strategies effectively.
• Customer Success Leadership:Lead and mentor a team of customer success managers, creating and delivering on inspirational OKRs aligned to business goals, providing guidance and support to ensure they deliver exceptional service and meet objectives.
• Customer Success Frameworks:Develop and implement robust customer success frameworks that support the growth of the business and align with the overall business strategy. This includes creating standardised processes, tools, and best practices to ensure consistent and high-quality customer experiences across all touchpoints.
• Relationship Building:Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs within the company with a focus on adding value.
• Cross-Functional Collaboration:Work closely with internal stakeholders to ensure a seamless customer experience and alignment of goals.
• Customer Advocacy:Leading on the development of customer advocacy initiatives, including success stories, testimonials that showcase the value of Kube.
• Performance Metrics:Define and track key performance indicators (KPIs) related to customer retention and revenue growth. Use data-driven insights to continuously improve strategies and outcomes.
• Customer Insights:Gather and analyse customer feedback and data to identify trends, pain points, and opportunities for improvement. Use these insights to inform product development and customer engagement strategies.
• Global Focus:Develop strategies tailored to the unique needs and challenges of our international customer base, ensuring a consistent and high-quality experience across all regions

We are looking for a person who:

• Enjoys creative problem solving, and is empathetic, seeking to not only understand the customer’s perspective but likes to get a deeper understanding of matters to develop great, sustainable solutions.
• Has experience leading a Customer Success team in a rapidly scaling SaaS business, ideally with a global customer base and a good understanding of both UK and US customers.
• Building on the existing approach that is loved by our customers, aligning Kuberno’s growth aspirations with our culture of delighting customers.
• As well as being a great team leader, as our people are incredibly important to our success, conducts on-going reviews of customer success activities, identifying changes and training needs, and delivering continuous improvement.
• Is capable of leading large or strategic customer relationships, partnership engagement and developing networks as a Kube ambassador.
• Thrives in a dynamic and collaborative environment and is comfortable with ambiguity. We are a fast-moving scaling up business – this brings huge opportunities to progress, but limited handholding!
• Has a professional and informative communication style – you can clearly articulate problems and solutions and are comfortable engaging with the C-level of the company.
• Is energetic, tenacious and enthusiastic with strong self-organisation and accountability.
• Have a burning curiosity and passion for learning. We don’t plan on standing still and neither should you!

"Nice to haves"

We work with companies of all sizes and locations, including some of the world’s largest and most complex organisations. Experience in supporting legal, secretariat and/or tax and finance teams in global organisations would be helpful in building empathy for our customers but is not a pre-requisite.

Location

The role will primarily be home-based, but you should be willing and able to travel as and when required for team and customer meetings on a frequent basis.

Salary

We believe in aligning salary with the skills and experience of the individual, and in accordance with market rates for the particular role. The role holder can therefore expect a competitive salary.

Still holding back?

Confidence can sometimes hold us back from applying for a job. But we will let you into a secret: There’s no such thing as a “perfect” candidate! Kuberno is a place where everyone can grow. So however you identify and whatever your background, please apply if this is a role that would make you excited to be at work every day.