Head of Customer Success

Location
London, UK
Department
Commercial
Employment type
Permanent / Full-Time
Remote working
On Site / Office
Salary

Role Overview

Vorboss is looking for an experienced Head of Customer Success Management to be responsible for building, maintaining, and recruiting a world class customer success team. You will be the customers champion internally and work very closely with our planning and installation teams ensuring we are best in class from the moment a customer places a fibre order to their premises getting connected and beyond. Every day you will obsess about what we can do to improve both internally and externally.

Key Responsibilities:

  • Working very closely with the Chief Product and Commercial Officer you will help drive the strategic direction of our customer success organisation.
  • Identify and execute on opportunities to improve automation, scalability, reporting and efficiency of customer success.
  • Act as the customer champion within the business. You will work very closely with our planning, installation, and support teams ensuring we are best in class from the moment a customer places a fibre order through to their premises getting connected and beyond.
  • Manage expectations around installation times and achieve excellence in the overall customer experience from the moment a customer signs their contract to their ongoing lifecycle.
  • Identify retention, upsell, and cross sell opportunities.
  • Build and manage a happy and motivated CSM team that can hit their KPI’s and have fun doing so.
  • Form strong and fruitful relationships with the other cross functional leaders: Head of Sales, Head of Installation, Head of Planning, Head of Networks, Head of Support. This is a team game, and we are here to win

Please note that this is not an exhaustive list, and other duties and responsibilities within the scope and grading of the post may arise over time. Due to the fast paced environment, we require flexibility and a can-do attitude.

Skills & Experience:

  • Has lead Customer Success organisation’s or similar, managing millions of revenue.
  • Experience developing and nurturing relationships with C-Suite executives both internally and externally.
  • Passionate about nurturing and growing your team with a focus on customer excellence.
  • Your peers and team love and respect you for getting things done quickly and in the right way.
  • Have worked in close collaboration with cross functional partners to define the ideal customer journey, value delivery methodology, metrics, and operational models. At Vorboss your partners will be Sales, Technical Support, Planning, Installation Technicians and Network Engineering.
  • High EQ – we are a fast-growing business and need people who can work in a fluid environment, but you are not afraid to challenge the status quo.
  • Having experience scaling a business fast is a plus.
  • Project Management certification a plus.
  • Excellent time management and organizational skills.
  • Motivated, self-starter with a love for people and project management.
  • Professional attitude and problem-solving mentality.
  • Experience with CRM systems like Salesforce and automation tools such as Outreach and HubSpot a plus.

Specific Requirements