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Customer Success Lead

  • Job reference: 46898
  • Location: London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Sales and Marketing
  • Salary: £45000 - £70000 per annum

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CONFIDENTIAL COMPANY - Customer Success Lead

My client (who initially wishes to stay anonymous) are looking for a Customer Success Lead to join a team of 35 people in Chancery Lane who are all working towards an incredibly exciting product launch. Whilst the product adapts, they need an individual who can be the voice of the prospective customer and help define their CS function moving forward.

Responsibilities for the role include:

  • Developing and implementing the customer success strategy to ensure customers derive as much value as possible from the product
  • Developing customer success scripts and processes relevant to the sales and marketing funnel
  • Generating and sharing educational resources, training and best practices with customers
  • Driving additional value by encouraging deeper feature adoption
  • Troubleshooting technical and behavioural issues with customers
  • Helping to identify growth or expansion opportunities for customers
  • Helping to identify churn risk and intervene to help prevent it
  • Influencing/driving strategic, product, data, marketing and tech development in line with customer needs
  • Lead, manage and train customer success staff

You will also be responsible for ensuring that:

  • Customer goals are compatible with community values and policies
  • Technical and behavioural onboarding is as easy and efficient as possible
  • Customer data is tracked accurately and accordingly in the relevant systems
  • Customer feedback is synthesised and communicated to relevant teams
  • Customer success processes can scale effectively and efficiently as the customer base grows

The right candidate will have:

  • 4+ years of experience in customer success
  • Experience in developing customer success strategy and helping to grow a CS function
  • Experience in mentoring/coaching other team members
  • An analytical and data-driven approach to building a customer community
  • Excellent team working and communication skills
  • The ability to work cross functionally with other internal teams

If this sounds like the right next step for you please get in touch - jemma.melton@lafosse.co.uk

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