zeroheight is hiring a
Head of Customer Success

Summary

The job is for a Customer Success (CS) leader role in zeroheight, a UK-based company with remote work options. The role involves leading a team of 5 CSMs, setting and driving CS strategy, hiring and training new CSMs, collaborating with other leaders, improving CS best practices, and keeping abreast of market trends.

Requirements

• Proven CS leader and manager with 7+ years of Customer Success experience including at least 3+ years as a high-performing CS leader/manager
• Led CS in a mid-market / enterprise B2B SaaS company (10k-100k ARR accounts)
• Track record of leading teams that achieve best-in-class mid-market / enterprise B2B CS targets
• Experienced with CS best practices, tools (we use Planhat ) and methodologies such as customer health scoring
• Track record of successful collaboration with Sales and Product leaders
• Great communicator and leader with excellent relationship management skills
• Dealt with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively

Responsibilities

• Lead, manage and develop a high-performing remote CS team of 5
• Set, communicate and drive achievement of quarterly CS strategy and goals
• Set and manage the CSM variable compensation plan to align with CS goals
• Hire, onboard and train new CSMs
• Work with ops and data teams on CS capacity management and CS forecasting
• Work closely with other zeroheight leaders – in particular in Sales, Product, Marketing and Support – to ensure smooth collaboration, mutual support and alignment
• Continuously look for ways to improve our CS best practices, our CS processes as well as our customer retention and expansion numbers

Preferred Qualifications

• CS leadership experience at a ‘growth stage’ company (10M-100M ARR)
• Experience in a company that combines freemium/product-led growth with a B2B mid-market/enterprise sales motion
• Experience leading a segmented CS team with a variety of engagement models
• Experience successfully managing a remote as well as international team
• Good product / technology knowledge and can get up to speed on our industry and our customers’ problems quickly and become a trusted advisor / domain expert yourself