Head of Customer Success

As the Head of Customer Success you will be responsible for developing customer relationships that promote retention and loyalty.

You will work closely with our customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

You will be managing a team of Customer Success Managers and Account Managers and set the overall vision and strategic plan, focusing on:

  • Quality of onboarding – product education.
  • Adoption & usage of product – improved engagement.
  • Expansion – ensuring that customers are purchasing additional products/services.
  • Reducing/preventing churn below current levels (monthly/annualised).
  • Assisting in design of products (based on client needs).
  • Preventing failed payments.
  • Reducing enquiry refunds.

You will be responsible for creating policies and procedures that optimise the customer experience (policies the entire team can adhere to so all customers receive the same quality of service).

Defining and optimising the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

You will be responsible for helping to create a premium experience for our Enterprise and VIP customers and contribute to any product development or testing.


Product & Technical knowledge

  • You will develop a deep knowledge of Unbiased products as you will be responsible for ensuring that our customers are onboarded correctly.
  • You will be ensuring that your team provides technical support and training on our products during the customer onboarding process (and beyond if necessary), helping them educate customers on the flexibility and capabilities of our platform to encourage continued use of our services.
  • Seek to align with customers business goals and help customers plan and understand the best ways to utilise our solutions to meet business plans. 

Customer knowledge

  • You will have an understanding of the needs and requirements of large/enterprise customers and how our products can help them deliver their business objectives – this will help you engage and drive growth with these key accounts.
  • You have had experience in driving growth in small accounts helping to harness their full potential.
  • You will work closely with the CCO and other stakeholders to better understand customer segmentation and take advantage of the opportunities that may exist.

 

Leadership and management

  • Demonstrate extensive experience in planning sales strategies to perform sales activities effectively and accomplish project goals effectively.
  • You will have an aptitude for financial forecasting and an ability to tailor strategies to changing requirements of the business.
  • You will be reporting to the CCO and will keep her up to date with daily, weekly and monthly reporting as required.
  • You will be able to demonstrate success in training your team to perform at their optimal level (achieving targets).            
  • Build and lead world-class team:
    • Recruit and develop a high performing team.
    • Develop company-wide customer success motion integrating. processes, content and data to/from stakeholder organisations (e,g., Marketing, Sales, Product etc).
    • Drive operational practices to track performance of teams and individuals.

Key competencies:

  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery.
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
  • Able to collaborate across the organisation and with external stakeholders.
  • Experience successfully working with senior (C-level) executive.
  • Willing and able to address escalated client issues with speed and urgency.
  • Good emotional intelligence - easily empathises and understand the customer’s requirements. Excellent communicator both verbal and in writing.


Desired experience:

  • 7 - 10 years of management experience leading teams in SaaS or subscription software company.
  • At least 5 years in financial & property markets.
  • At least 4 years experience leading customer success managers, account management, or sales teams.  
  • Core skills:
    • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
    • Zendesk/Hubspot experience
    • Knowledge of customer service practices
    • Technical aptitude and ability to learn software programs

 

How we’ll take care of you... 

 

Share options: We want our whole team to share in our success, you’ll be a key part of the business helping our growth, so you’ll be allocated valuable options in Unbiased

Brilliant Pension Contributions: We go above and beyond when it comes to helping you to save for your future

Investment in your Development: Alongside in-house training, you’ll be allocated £1,000 a year to invest in your career development 

Investment in your Wellbeing: Your wellbeing is a top priority for us, and you’ll be able to benefit from fully paid subscription to Calm, our favourite Wellbeing App 

Social Events: We’re a social bunch (lockdown’s permitting…) so you can expect plenty of activities based in and around our vibrant office in the heart of Farringdon

 

The Usual Benefits 

 

Holiday: you’ll be allocated plenty of holiday to ensure that you have enough time to recharge, work-life balance is super important to us here 

Flexible working: we’ll work with you to find the balance of office-based work and remote working 

Cycle to work scheme 

Season ticket loan 

Life insurance 

 

Equal Opportunity  

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Unbiased are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status

 

Data Privacy 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. 

Once a person has taken up employment with Unbiased, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Unbiased has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. 

 

Agencies 

As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email talent@unbiased.co.uk FAO our Talent Manager, speculative phone calls will not be taken by our team neither will CV submissions without Unbiased or the candidates expressed consent.


 

Or, know someone who would be a perfect fit? Let them know!

London

32-38 Saffron Hill
EC1N 8FH London Directions peopleteam@unbiased.co.uk View page

What makes us different?

Want some insight into how we work as a team? Here are our culture behaviours that are at the core of everything we do:

Be relentless about progress

To be the best at what we do, we push things forward with tenacity. 

There will always be blockers, we always find ways around them. 

Enjoy the journey

We celebrate successes and give kudos to our colleagues for a job well done, no matter how small.


Share and seek input

Our most valuable asset is our people. We embrace challenge and different opinions and are more interested in learning than being right. 

Risk failure to achieve success 

We iterate often, fail quickly, learn and go again. But this doesn't mean we sacrifice the quality of our work. We aim for excellence in everything we do but we also acknowledge that sometimes we need to say: for now, it is good enough. 

Own it and get it done

We don't point blame or find excuses. We are accountable and take responsibility for our mistakes and when we don't deliver. We totally own our failures and learn from them. 

Already working at Unbiased?

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email
@unbiased.co.uk
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