Head of Customer Value

Hollybank Trustees Ltd; Worcester; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Company pension

Bonus opportunity

Life assurance and critical illness

Cycle to work

Perkbox

Holiday entitlement 25 days

Hybrid work model

Wellbeing programme

Job summary

Open GI in Worcester is seeking a Head of Customer Value to lead the end-to-end customer experience, combining proactive success, reactive service, and continuous improvement. You will drive retention, adoption and growth by directing a team of Customer Success and Service Delivery Managers, shaping a data-driven strategy and executive relationships.

The role requires extensive leadership experience in B2B SaaS, strong customer metrics knowledge, and collaboration across product, sales and

Qualifications

• Educated to degree level (advantageous).
• Extensive experience in a senior customer success role within a B2B SaaS environment in a leadership/management capacity.
• Proven leadership experience managing Customer Success and/or Customer facing teams.
• Experience improving customer satisfaction, retention, and service performance.
• Experience in the insurance software sector or a closely related financial services technology domain is highly desirable.
• Proficiency with CRM and Customer Success platforms (e.g. Salesforce).

Responsibilities

• Develop and execute a comprehensive Customer Value strategy aligned with Open GI's objectives, focusing on adoption, retention, expansion and advocacy.
• Lead, coach, and develop a high-performing team of Customer Success and Service Delivery Managers.
• Build executive-level relationships with key customers and maximise value from Open GI software solutions.
• Lead initiatives to enhance the overall customer experience across every touchpoint.
• Oversee escalation management and ensure quick, transparent resolution of critical issues.
• Drive customer adoption and value realisation across product lines and services.
• Champion automation, process optimisation and self-service solutions.
• Define KPIs for the in-life customer success function and report on team performance and customer health.
• Stay abreast of industry trends and best practices to evolve our approach.
• Collaborate with Sales to identify upsell/cross-sell opportunities.

Skills

Interpersonal skills

Communication

Presentation skills

Leadership

Coaching

Cross-functional collaboration

Analytical thinking

Strategic thinking

Business acumen

Salesforce

Education

Bachelor's degree

Tools

Salesforce

Job description

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do.

We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people.

No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work.

An overview of the role

The Head of Customer Value is responsible for leading the end-to-end customer experience by combining proactive customer success, reactive customer service, and a continuous improvement mindset. The role ensures customers achieve maximum value from our products and services while receiving exceptional support throughout their lifecycle.

This leadership role will lead and support their team to drive customer retention, satisfaction, adoption, and operational efficiency—creating a cohesive, data-driven strategy that supports both customer and business growth.

This role involves leading and developing a team of Customer Success & Service Delivery Managers, ensuring our clients achieve maximum value from our software solutions, driving customer retention, and identifying opportunities for growth. The successful candidate will be instrumental in fostering deep client relationships and contributing significantly to the overall business growth of Open GI.

Your key responsibilities

• In conjunction with the Director of Customer Success, develop and execute a comprehensive Customer Value strategy aligned with Open GI's overall business objectives, focusing on adoption, retention, expansion and advocacy
• Lead, coach, and develop a high-performing team of Customer Success and Service Delivery Managers
• Build strong Executive level relationships with key customers. Act as their senior point of contact when needed, maximising the value they get from Open GI software solutions
• Lead initiatives to enhance the overall customer experience across every touchpoint
• Oversee escalation management (where needed), ensuring critical issues are resolved quickly and transparently
• With the team, drive customer adoption and value realisation across all product lines and services
• Champion automation, process optimisation, and self-service solutions
• Define key performance indicators (KPIs) and metrics for the in-life customer success function and regularly report on team performance and customer health to senior leadership
• Stay abreast of industry trends, competitor activities, and customer success best practices to continuously evolve our approach
• Work with the team to identify and capitalise on up-selling and cross-selling opportunities, collaborating seamlessly with the Sales team to drive revenue growth
• Develop, refine, and standardise customer success processes, playbooks, and best practices to ensure consistency and efficiency across the team
• Collaborating closely with Product Development, Sales, and the wider Customer team to influence product roadmap, service improvements and overall customer experience
• Own voice-of-customer programmes, including surveys, feedback loops, user communities, and advisory groups

What you'll need to succeed

Qualifications

• Educated to degree level (advantageous)

Experience

• Extensive experience in a senior customer success role within a B2B SaaS environment in a leadership/management capacity
• Proven leadership experience managing Customer Success and/or Customer facing teams
• Experience improving customer satisfaction, retention, and service performance
• Strong understanding of customer success methodologies, metrics (e.g., churn, retention, NPS, LTV), and best practices
• Experience in the insurance software sector or a closely related financial services technology domain is highly desirable
• Proficiency with CRM and Customer Success platforms (e.g. Salesforce)

Skills

• Exceptional interpersonal, communication, and presentation skills, with the ability to engage effectively with Senior executives and internal stakeholders and communicate complex ideas to both technical and non-technical stakeholders
• Proven ability to collaborate with cross-functional teams, including sales, product management, operations, and account management
• Strategic thinker with a strong analytical mindset, capable of translating data into actionable insights, solutions and strategies
• Strong leadership and coaching skills with the ability to inspire and develop teams through change and growth.
• Commercially focused with strong business acumen
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Ability to interpret and present statistics both to customers and colleagues
• Strong understanding of Open GI technology, current market, and emerging technologies digital/cloud/mobile
• Good working knowledge of MS Products

Other information

Mission and Values

It is our mission to be both the Technology Partner and Employer of Choice to the UK General Insurance market. Our people are placed at the heart of this and diversity, equality and inclusion are central to everything we do.

• Accountability:We own our actions and shape our success on the results we deliver
• Innovation:We tackle challenges with fresh thinking and bold ideas
• Teamwork:We work together, recognising we can’t do this without each other
• Trust:We build trust on integrity, transparency and mutual respect

We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance.

Benefits package

• Competitive salary dependent on skills and experience
• Company pension
• Bonus opportunity
• Life assurance and critical illness cover
• Cycle to work scheme
• Perkbox – an exclusive platform offering a wide range of discounts and benefits
• Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme
• Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work
• Inclusive Bank Holiday policy giving you the option to swap days that are important to you for cultural or religious reasons
• Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together
• Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders

Please note,this is a hybrid position requiring in-office attendance at our Worcester office for a minimum of 50% of hours worked.