Intern supporting CRM strategies at MAG, executing marketing campaigns and managing client relationships. Aiming for effective communication across multiple channels and data management.
About the role
- Head of Customer Success for System C, shaping customer engagement and retention strategy across sectors. Leading a high-performing team to drive adoption and satisfaction.
Responsibilities
- Shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints
- Lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams
- Own and deliver the Customer Success strategy aligned to a centre for customer excellence
- Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy
- Lead and develop teams with clear accountability, performance standards and coaching
- Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes)
- Own and improve customer satisfaction metrics (including NPS) and feedback loops
- Champion the customer voice internally to influence product usability, roadmap priorities and service improvements
- Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations
Requirements
- Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS
- Strong track record improving engagement, retention and customer satisfaction
- Confident influencing at senior/executive level and across functions, challenging constructively with integrity
- Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education)
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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