We’re currently searching for a Senior Customer Success Manager / Customer Success Lead / Head of Customer Success for a rapidly scaling eCommerce software, logistics and fulfilment business to delight and retain customers across the UK and other international territories.
They have grown rapidly organically, are cash positive and are already being approached by acquirers, but prospects are too exciting to exit within the next three years. They are also likely to take on their first funding in 12 months to continue scaling their operations globally.
The Senior Customers Success Manager / Customer Success Lead / Head of Customer Success will be the point person for customer success within the business, ensuring a smooth and efficient onboarding process as well as enabling customers to derive as much value from their offering as possible.
This will be a standalone role, so we are looking for someone who can operate strategically but also feels comfortable being hands on and communicating regularly with customers.
This is a hybrid role, requiring 2-3 days per week travel to their central office in Kent.
The Senior Customer Success Manager / Customer Success Lead / Head of Customer Success will:
* Lead the entire customer success function and be the first point of communication with customers.
* Deliver and communicate ROI throughout the customer lifecycle.
* Ensure a smooth and orderly onboarding process to ensure stickiness and arrange training where appropriate.
* Automate processes to ensure effectiveness and efficiency.
* Help develop relevant marketing and support collateral.
Candidates for the Senior Customers Success Manager / Customer Success Lead / Head of Customer Success role must have:
* Experience in a similar customer success role with a small or scaling SaaS software vendor (ideally experience with a retail logistics, supply chain, WMS tech vendor, although this is not essential).
* A desire to be very hands on and engage regularly with customers
* B2B SAAS experience and a passion for working in a fast-growing tech business.
* Experience with automating customer success processes to track customer engagement.
Intelligent People are a specialist Senior Customer Success Manager recruitment agency.
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