Job Description
* Reporting to: Chief Customer Success Officer
* Location: London / Hybrid
* Salary: £130,000 - 150,000 + 30% bonus + benefits + Equity
* Private Equity backed | SaaS, Tech | £1.8b revenue business
Stanton House Private Equity is engaged exclusively to hire 2 divisional Head of Customer Success leaders for a large-cap $1.8bil revenue PE backed B2B SaaS business. You will lead a team of 15 Customer Success Managers and Customer Success Associates serving global clients for either the ERP or Hospitality divison which has $50m products under revenue and £300m revenue reporting to the Chief Customer Officer.
Key Responsibilities
* Lead and build a Customer Success Management team comprising seasoned professional’s adept at managing customer relationships.
* Identify understanding customer desired outcomes, technical landscapes, and business goals.
* Drive measurable outcomes, particularly by promoting adoption of products and services in a scalable and replicable manner.
* Define and optimise the customer lifecycle. Establish standardized and scalable interventions for each stage of the journey, segment the customer base, and implement various strategic initiatives.
* Establish regional priorities and objectives. Provide insights to global customer success executives on our strategy for achieving worldwide customer success at scale.
* Collaborate with other customer-facing teams to formulate and execute strategies that enhance business growth, increase product usage, retain customers, and expand accounts.
What you need to be successful:
* Minimum 10 years of customer-facing experience in B2B or B2C software sales, driving revenue growth and leading customer transformation programs.
* Industry experience in hospitality operations and hospitality software
* Proven success in expanding SME and mid-market product adoption, identifying customer trends, and developing scalable, repeatable digital and sales strategies to accelerate growth
* Skilled in building, coaching, and leading high-performing sales and customer success teams, driving engagement and exceeding performance targets.
* Ability to advocate for customers while aligning cross-functional teams to deliver solutions that drive retention, expansion, and upsell opportunities.
* Highly analytical and strategic thinker with a talent for breaking down complex challenges into actionable sales strategies and frameworks.
* Persuasive communicator with the ability to craft compelling messages that resonate across all levels of an organisation, from frontline teams to C-suite executives.
Culture & Personality requirements:
* This role is suited to an individual that can work at pace, understand the need to adapt, and be flexible.
* You will be expected to roll your sleeves up and be very hands-on, switching between leadership responsibilities and hands on reporting and administrative tasks
* We are seeking a candidate that is humble, honest, reliable and proactive in building relationship with peers and senior executives.
* You will be able to create structure in an ambiguous environment and be solution driven under pressure.