Head Of Customer Success

Spirehouse, a specialist Social Housing recruitment firm, is currently seeking a Head of Customer Success to support a Social Housing technology provider in Warrington.

The Head of Customer Success role is a new position for the business and will be predominantly field-based. Whoever takes on the post will be responsible for growing relationships with existing clients, managing a small team focused on growing engagement all whilst being very solution-focused.

The Head of Customer Success post will cover many responsibilities, though these aren't exhaustive:

1. Ensuring that superb relationships exist throughout business clients
2. Setting Key Account Objectives per account, reporting on service adoption through data and plans on agreed targets
3. Leading the customer success function, setting, managing and inspecting team members goals and objectives to ensure overall goals are met
4. Supporting the team with resident and staff presentations
5. Taking responsibility for all client reporting, producing high-quality reports and presentations on all aspects of the use of service, capturing customer and client feedback
6. Leading on strategic clients quarterly review meetings, presenting the latest status of all accounts and pulling in other colleagues as needed to support
7. Working with the Head of Marketing and Head of Client Development to create a three-year Customer Success Journey building out a drafted framework
8. Liaising with the Head of People to create content for our Learning Management System, covering but not limited to client staff training, presentations and installer training
9. Developing a return on investment model of services
10. Identifying service improvements in conjunction with Technical and Operations teams

To secure the Head of Customer Success post, the business is seeking the below:

1. Experience in a business development, client management or client relationship role
2. Experience working with vulnerable people or charities
3. An ability to work flexibly

If interested or want to discuss other Head of Customer Success or Social Housing roles, please get in touch with Matt Baird.