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Customer Success Lead UK SaaS Series A 100% year On Year Growth

Zoek Pin Tower of London, Greater London, England


Permanent (Full time)

Posted 7 days ago

The Company

Read all the information about this opportunity carefully, then use the application button below to send your CV and application.

This UK start-up is experiencing incredible growth!

From humble beginnings a few years ago, they are now a team of 65+ heads, servicing 7,000 mid-market and large eCommerce customers around the world.

Their tech allows eCommerce retailers to drive engagement and build loyalty with their customers, with a data management platform that allows customers to understand buyer behaviour and vastly improve their personalised offering.

Despite the obvious challenges 2020 presented, they bucked the trend and delivered 100% growth, including £1million ARR over one quarter.

They have big plans for the next three years as they target 400% growth.

Fresh from a $12million Series A raise with a carefully selected VC partner, they are moving at pace is hiring is top of the agenda to ensure they have the strongest possible team to achieve their ambitious goals

They have the right product, great momentum, and a fantastic team in place to achieve something special, and we believe this is an outstanding opportunity to be one of the first 75 employees and be part of a hugely exciting journey.

We're now searching for a bright, tech-enabled, Customer Success professional to lead the onboarding team as they ramp up and upskill.

The Role

As the new Onboarding Lead, you will own a pivotal part of the customer journey that sets each customer up for longer-term success.

You’ll love this role if you’re obsessed with customers and giving them the best first impression possible.

It’s your team who educates the client, ensures successful adoption, and takes time to understand each customer's business for any customisable implementation requirements that will deliver the greatest value to the customer.

In the Customer Success team, you are the CEO of your own world. You won’t be able to or expected to solve every problem on your own, but you will act as an owner of your work and be able to work independently yet know when the time is right to ask for help.

The CS culture is built on sharing learnings and the belief that the team learns far more from their mistakes than from winning. The team naturally takes opportunities to self-educate and a continual drive towards improvement and delivering great customer outcomes. Your well-honed Customer Success background will fit seamlessly into the culture.

Your leadership will steer the team of six towards greater efficiency as they manage multiple onboarding cycles across mid-market and an increasing footprint in Enterprise accounts.

It’s at the enterprise level where you will really be able to make your mark and help shape a programmatic experience for high-touch customers.

Day to day you’ll work closely with your senior colleagues across CS, particularly the Head of Retention as they take over the running of accounts once successfully onboarded.

The Person

You’ll bring proven experience in Customer Success and onboarding, ideally working with consumer-facing customers.

It’s essential you understand SaaS business models and how integrations (APIs) play a key role.

There are big hiring and team coaching focus for this role, and you’ll need to demonstrate how you have positively impacted a team as a lead or manager that’s going through a period of massive growth and immense change.

Self-development drives you, and you’re always looking for ways to enhance your knowledge that can be applied to your role and passed on to the team.

As with most SaaS scaleups, data is the default setting for decision making. Intuition and gut feel always play a key role but invariably your default will be to seek clarity in the numbers. Thus, you’ll be as comfortable in a client meeting as you are drawing insight from an excel sheet.

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