Head of Customer Success
What does the Head of Customer Success do?
The Head of Customer Success will lead a team of Customer Success Managers and support to drive delivery, retention & growth of our existing and new client base.
You will work closely with Sales, Pre-sales, Implementation & development leaders to provide a consistent, first class experience for clients using the Nominet Cyber NTX service. Your focus will be to make it easy for customers to launch with NTX and ensuring they are set up to successfully grow their use of the service throughout the lifecycle of the relationship. This is more than simply taking our customers through a business review, it’s about ensuring the customer is delighted from day one, ensuring they are optimising their use of the service, and ensuring they are positioned to continue to grow their use over time.
What we expect from the Head of Customer Success?
Leading, managing and driving a high performing Customer Success Team who are passionate about delighting Nominet Cyber clients.
Interacting with strategic customers, being Nominet Cyber senior representative for Customer Success and professionally building rapport and lasting relationships.
Involvement in projects that streamline and enhance the customer journey and ensure a first class end to end customer experience with Nominet Cyber.
Defining processes, setting out the optimal way to achieve goals and embedding procedures to achieve that.
Having an autonomous, self-starting approach and proven ability to identify and prioritise what needs to be done.
You can commercially drive and optimise customer relationships through identification of retention, cross-sell & upsell activities.
You can design and deliver processes for the team of Customer Success Managers to consistently achieve this.
You are able to roll up your sleeves and doing whatever’s required to achieve the goals, which would include designing processes, feeding in to the product roadmap, or attending business reviews with our strategic clients.
You personally manage escalations from your team and follow a methodical escalation process to the Leadership Team.
Able to handle the competing pressures of immediate customer issues alongside longer term projects.
You can drive and dive in to the data to assess how best to prioritise activities undertaken by the Customer Success and Support Managers.
Enjoy providing feedback and data from your team, the client base and your own observations, to support the on-going development of the product and processes.
Feedback roadmap/enhancement suggestions/requests to development teams
What skills, experience & behaviours we look for?
An understanding of the cyber security market is preferable but not essential assuming an ability to adapt in new technology markets has been demonstrated previously. You are comfortable working in an early stage business, where time is critical, and things change frequently as well as supporting business as usual.
Cybersecurity excites you and you will have experience in the enterprise technology space, IT Cyber, cloud services, globally deployed technologies or MSSP industry. A proven success in growing a client base including retention, cross-sell & upsell.
Experience using Large Account Management (LAMP) methodology or similar.