Commercial Lead - Customer Success

Salary Not Specified

Benefex Limited, Bedford Place, City of Southampton

Posted 2 weeks ago, 18 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: e9b638dbf0d74537983b6f946ce70821

Impact: lead a team responsible for managing a portfolio of 200+ customers / £5-10mn ARR

People development: nurture and develop high performing Customer Success professionals, accelerating peoples' career journeys

Customers: own a portfolio that includes the likes of Money Supermarket, Daily Mail, Gatwick Airport and many more, Reporting into the VP of Customer Success, you will lead a team of Customer Success Directors and Executives across our UK accounts. You will be accountable for hitting your team targets (Growth, Churn, NPS), act as the escalation point for customers, and coach, mentor and develop your team., To perform strategic planning for the Customer Success function including segmentation, model and capacity planning.

To ensure the Customer Success team meet the four key target areas of: Growth, Churn (and Erosion), NPS and Customer Engagement.

To drive Customer Success best practice across all areas of customer success function.

To coach and mentor the CSD/E's including 121s, development plans, support and advice. To use the correct techniques to ensure measurable OKRs are set.

To ensure that we deploy the relevant programs and playbooks within Gainsight to get the most out of the product.

Work with the SMT and SLT to drive success for customers and ensuring customer feedback and needs are shared with all departments.

Identify and support in the management of customer risk i.e., customer churn and erosion.

Demonstrable experience in Customer Success: deep understanding of Customer Success principles and the ability to coach others

Evidence of coaching, mentoring and developing top Customer Success professionals

A commercial mindset, leading conversations with customers around pricing, contracts and upsell, as well as teaching these skills to your team

A problem solver with the ability to work across functions and a track record of improving outcomes for customers.

Demonstrable experience of building relationships with senior stakeholders within organisations.

Speaking at external events, webinars etc

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us. To help us on our quest to be the best, we need brilliant people on board and that's where you come in., We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

Competitive salary and bonus