Head of Customer Value & Growth (Hybrid)

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

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