Head of Customer Success

Job Title: Head of Customer Success

Join one of the world's leading EdTech companies, providing SaaS-based CPD to over 45,000 schools globally.  Winning 17 major awards, including 'Supplier of the Year' for 5 consecutive years, and boasting a 4.7-star rating from over 100k reviews, The National College are globally recognised as a trailblazer in the EdTech space.

Position Overview:

We are in search of a seasoned and data driven Customer Success professional to join our team. As a pivotal leader, you will shape our customer success strategy and activity for over 16,000 schools, ensuring satisfaction, retention, and growth.

Key Responsibilities:

• Develop and execute a clear and detailed oriented strategy tailored to diverse revenue segments, from tech touch to white-glove service.
• Deliver Best in class customer service levels.
• Meet financial goals and maintain churn below 8% annually in volume and value.
• Drive Customer Success Qualified Lead (CSQL) generation and X-sell opportunities.
• Recruit, Retain and develop team members and leaders.
• Implement a positive, supportive, and commercially aware approach to Customer Success connected with all commercial departments.

Your Role:

Part of the Commercial Management team and within the Senior Leadership team, you will represent and champion the customer in key forums whilst owning financial responsibilities for revenues and resources to manage and develop the department

• Lead four departments key to customer journeys -implementation, support, Renewals for enterprise and other renewals.
• Establish, track, and report key metrics and KPIs.
• Foster collaboration across departments to enhance the customer journey.
• Advocate for the customer, influencing business decisions.
• Analyse data to drive product adoption and engagement.
• Streamline all processes to use CS resources effectively.
• Accelerate a transition to a commercial but fair approach to value creation.
• Drive strategic initiatives and change management.
• Take part in any business integration and due diligence in customer service.
• Provide key weekly and monthly reports to the SLT,  C-Suite and Board as required.

• Extensive SaaS experience,
• Adept at managing high-volume customer bases over 10,000.
• Comfortable in handling raw data and data analysis to derive trends.
• Experienced in implemented new reporting methods and software applications.
• Experience with a segmented customer base with wide-ranging ARR.
• Skilled in solving complex business problems with data-driven insights.
• Strategic thinker with a focus on operational excellence and results.
• Exceptional communicator and team leader.
• Commercially minded with a passion for Customer Success.
• Adaptive in a fast-paced environment.

• Hybrid working model with regular collaboration days in our Sheffield HQ.
• Opportunity to contribute to a rapidly growing EdTech scaleup.
• Competitive benefits package including pension scheme, holiday allowance to 38 days, life assurance, and access to wellness programs.

Join us in shaping the future of education and empowering schools worldwide with transformative solutions.