Head of Customer Success

Vivedia; Sheffield; On-site; GBP 65,000; Full time

Job description

Head of Customer Success

Salary - £65k + (open to negotiation)

Location - Hybrid - Sheffield 3 days per week

You know how they say delivering flowers must be the best job as you just make people happy all day? Well, this job maybe isn’t that good, but it’s definitely the next best thing. We have hundreds of very happy customers (NPS of 90) but we still need someone to head up our Customer Success team.

We’re a passionate customer-first company. We pride ourselves on our customer-centric approach that puts the genuine needs of our customers first to deliver both operational and commercial outcomes.

The Customer Success team has been in place for 5 years and is evolving well with many successes. The team faces off to our three key customer segments groups and across two customer-facing brands. As we continue growing and maturing our business, we need someone to lead the team through its next evolution.

About us

We are Vivedia, the UK’s market leader in audio-visual services for ‘once in a lifetime events’ (funerals, weddings, citizenship ceremonies). We don’t simply follow the market; we’re an innovator and a disruptor. The work you do will have a positive impact on thousands of people daily and millions of people each year. We have a head office in Sheffield and a satellite office in London, but our customers are spread all across the UK.

We’re not fans of all that corporate jargon you might hear from other businesses. We’re down to earth, we’re human, and we’re passionate about putting our customers first (all companies say that, but we really do it).

Our friendly team of 170 are our most important customers. We care about having a positive, friendly, and engaging workplace, as that is the key to delivering great customer service. People love working here, and we have the independent survey results to prove it - we’re officially one of the ‘Best Companies’ in the UK to work for! It might be because of the flexibility we offer in terms of how and where we work, or the genuinely fun and supportive environment we’ve built in our dog-friendly office (complete with top-of-the-range coffee machine), or the great service we deliver that gives them all such a buzz. We want you to bring your buzz to us too.

This is a business that is doing really well, but it goes beyond that; it’s about making absolutely sure things go right, first time, every time. This passion is driven from the top down by James, our MD (who hates titles and is just simply ‘James’) and the leadership team who make sure that brilliant customer service is at the heart of everything we do. When you meet us, you’ll see what we mean.

It’s so important that we are the right fit for each other, so we’ll share as much as you want to know about us while we’re getting to know you too.

Key Responsibilities

1. Develop and deliver a strategy & programme of activities to drive engagement and advocacy across all our customers.
2. Lead and form the team into one cohesive unit that works together to serve the needs of our customers and deliver best outcomes for both customers and the business.
3. Meet the everyday operational needs of our customers who are constantly running and using our products and services.
4. Take a proactive approach to building and developing our customer segments – act in a commercial but highly customer-centric way to drive key engagement metrics – understanding their needs and driving value into them.
5. Work closely with the key teams in the business as the voice of the customer. You’ll need to drive outcomes on behalf of the customer through Customer Tech Support, Engineering, Operations, Customer Service, Sales, Marketing & Training.
6. Support your team in how to think strategically about how to communicate with these customers – different forms of communication through different channels, including high touch and low touch (Phone, F2F, Regular Comms, Training, Webinars, Blogs, Events). Work to build improved data/metric/KPI systems and reporting via both proprietary and off-the-shelf CRMs.
7. Support your team in how to develop the partnerships with organisational bodies that directly engage these customers in order to communicate through these channels.
8. Identify and feed in process, product, and experience improvements to ensure smooth and efficient operational working of the team.

Required Experience

1. Previous experience of running Customer teams (Customer Success, Account Management or Partnerships functions) for a handful of larger VIP clients, 300 medium clients, and up to 10,000 smaller customers.
2. Previous experience of building and growing strategic B2B/B2C Relationships / Audiences in either an Account Manager, Community Manager, Customer Success, Relationship Management, or Partnerships role.
3. Proactive approach – ability to understand customer needs and create a strategy and a plan to meet those needs.
4. Ability to execute customer engagement strategies across multiple channels.
5. Good communication skills – ability to liaise with multiple internal and external stakeholders.
6. Able to complete multiple projects simultaneously in a fast-paced and varied role.
7. Previous experience in Bereavement or related industries highly desirable.

We offer a range of benefits including:

1. Competitive Salary
2. Performance Bonuses
3. Hybrid/Remote Work Options
4. Flexible Working Hours
5. Career Growth Opportunities
6. Learning & Development
7. Generous Paid Time Off
8. Parental Leave
9. Tech & Equipment Provided
10. Free Tea, Coffee & Fruit
11. Company Events & Team Building