Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager ensuring customer success and driving renewals in a SaaS setting. Collaborating with cross-functional teams to create and manage customer success plans.
Responsibilities
- Drive customer outcomes and renewals: project manage success plans, run strategic reviews, and lead all renewal/commercial conversations.
- Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.
- Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.
- Map and influence stakeholders: engage cross-functionally with customers across revenue, operations, product and data teams.
- Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.
- Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.
Requirements
- Prior experience in a Customer Success or Account Management role, ideally in a SaaS/technology environment.
- Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.
- Proven track record achieving commercial targets, including renewals and expansion.
- Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.
- Experience building outcome-driven customer success plans and managing multiple workstreams simultaneously.
- Organised and proactive: able to prioritise accounts effectively while also thriving in a fast-moving environment with evolving playbooks.
Benefits
- 27 days holiday (option to buy and sell holiday) + bank holidays
- Generous stock options
- Private health insurance so you can get the best care you need
- Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food
- Annual learning & development budget for every employee
- Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street
- The best equipment for everyone to work with
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.