Head of Customer Success

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Who We Are:
We're Breakroom. Our mission is to make the world a more equal place by turning every job into a good job. We're building a community powered rating for every job in the world, and publishing it all online.

We're making sure everyone has access to great information to power the next step in their career, and we're supporting employers to create good jobs along the way. More than 900,000 people have compared their jobs on Breakroom, and we've rated more than 6,500 employers across the UK.

We're building a world-class, inclusive team and we welcome applications from all groups.

Summary:
As the Customer Success Manager at Breakroom, you will define our new customer success function. As the first member of this team, you will have the opportunity to create and refine processes that ensure our customers thrive, driving their engagement and satisfaction. Your efforts will directly impact our ability to scale from a few dozen customers to hundreds across diverse industries, including retail, hospitality, and care.

Key focuses:

• Pioneer Customer Success at Breakroom:
  • Be the first member of the Customer Success team. Help define how we run customer success at Breakroom and track, monitor and improve customer health.
  • Run and improve customer success and customer support processes for our first customers, ready to scale from tens of customers to hundreds.
  • Work across customer segments, including SMB, mid-market and enterprise, as well as different industries, including retail, hospitality and care.
  • Responsible for customer renewals, achieving renewal, churn, growth and customer satisfaction targets.
  • Identify revenue growth opportunities through customer interactions.
• Become a trusted advisor to customers:
  • Own customer onboarding, including helping customers define specific success metrics and a plan to achieve them.
  • Manage existing relationships with all customers, serving as their main point of contact including providing frontline support, addressing queries, issues and offering guidance to ensure they get the most out of Breakroom.
  • Proactively identify and implement new ways to educate and engage customers.
  • Monitor customer KPIs and take ownership of customer usage of Breakroom.
• Represent the voice of the customer:
  • Own problem solving between customers and sales/marketing/product teams.
  • Work closely with both sales and product teams to provide customer feedback.

Minimum Qualifications:

• Experience within account management or customer success in a B2B SaaS environment.
• Strong track record of achieving customer renewals and account growth.
• Strong commercial awareness and negotiation skills.
• Consultative, with the ability to uncover customer pain-points.
• Ability to work independently, as a self-starter, in an environment with a high level of ambiguity.
• Organised, methodical and a high level of attention to detail.
• Exceptional communication skills, with the ability to positively influence internal and external stakeholders.
• Experience using data to influence decisions.
• Ability to work in London office Tuesdays and Wednesdays.

As part of our team you'll enjoy:

• Competitive Salary.
• Exceptional benefits package including:
  • Private health insurance.
  • Life insurance.
  • Company Pension scheme including employer match.
  • Mental health resources, financial and family planning, wellness and lifestyle stipend and more.
• Flexible working hours.
• 25 days paid holiday.

Privacy Notice:
For information about our processing of job applicant personal data, please see our Privacy Notice at: https://www.breakroom.cc/en-gb/job-applicant-privacy-notice.

More About Us:
Breakroom is part of the ZipRecruiter Group, which includes ZipRecruiter, Inc. and its wholly-owned subsidiaries, including ZipRecruiter UK Ltd., ZipRecruiter Canada Ltd., ZipRecruiter Israel Ltd., and Poplar Technologies Ltd. (t/a Breakroom).

We are proud to be an equal opportunity employer and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, ethnicity, colour, religion or belief, sex, pregnancy or maternity, national origin, age, disability, sexual orientation, marital status, gender identity or gender reassignment. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.