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Head of Customer Success

We hire great people from diverse backgrounds where everyone is valued for the unique contributions they make. If you resonate with our vision, mission and values, we want to hear from you! We’re committed to hiring diversely and inclusively.

Vision: To enable impactful elearning experiences at scale for the world’s leading companies.

Mission: We help people to create impactful elearning by unlocking expertise from any employee.

Our company values are Learn, Care, Share which we apply to all aspects of our work, from our flexible working opportunities, to our friendly, supportive culture. We put people first. We know that life is about more than work, so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team.

We offer flexible working and a healthy work-life balance creating opportunities to help you juggle other commitments, work from home, and childcare. We are dedicated to maintaining a culture where everyone is respected and has a voice in the day to day running of the company. We like to celebrate our team’s contributions to making Elucidat a great place to work.

We are officially one of the UK’s Best Workplaces in 2022 according to Great Place to Work being named as a Best Place to Work for Wellbeing, for Women & in Tech.

Elucidat is an elearning authoring platform used by the world’s leading companies to deliver impactful learning on a global scale. Elucidat enables teams to scale production without increasing costs or reducing impact. With Elucidat, teams can harness internal expertise, control quality, and ensure employees receive relevant learning that achieves real impact. We work with some of the world's most successful organisations, including Oxfam, Tesco and DECIEM.

The Role

Reporting to the Elucidat Customer Success leader, your mission as the Head of Customer Success is to build and lead the team responsible for helping our customers grow at Elucidat.

You’ll be a critical component of Elucidat’s growth strategy and will have the opportunity to develop and grow leading practices in onboarding, adoption, expansion and retention disciplines.

Responsibilities

• Guide and develop Elucidat’s Customer Success Manager Function
• Ensure revenue growth in line with Net Revenue Retention (NRR) targets and Gross Churn targets, with a responsibility for upsell/expansion pipeline generation targets
• Ensure customer onboarding targets are met
• Ensure customer product usage targets are met
• Ensure customer growth and satisfaction in line with health score and customer satisfaction targets
• Partner with Product to provide input on Voice of Customer data and anecdotal information from the CSM team to influence product enhancements and road map discussions
• Be the senior point of escalation for any customer issues related to customer success
• Devise and implement growth strategies across mid-market and enterprise customers
• Support Finance and Operations with actionable forecasting and reporting
• Be an executive stakeholder for some of our most important customers
• Line manage the team, creating a strong team culture, conducting weekly 1-1s and team meetings, ensuring decisions, plans, goals are met in line with OKRs
• The ability to manage and draw insights from NPS, CSAT or other customer satisfaction metrics and to automate processes to support this
• Ensure the project management of business critical initiatives is occurring and taking place for operational readiness tasks owned by CSMs
• Lead by example when necessary, by taking a hands-on approach with customers, demonstrating to your team what best-in-class looks like both in terms of operational effectiveness and customer communication
• Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness and growth through value realisation
• Ownership of our customer success platform, Planhat. Ensuring it’s kept up to date and resources/playbooks are continuously improved
• Define (and continuously refine) customer success best practices and process across our teams in UK and US
• Collaborative cross team working (Sales, Marketing, Product, Support, Learning Consultancy)
• Support customer marketing through participating in talkshops, lunch and learn, webinars etc.

Requirements

• You have experience in working in a customer success role, ideally within a SaaS company
• You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills
• Have experience in hiring, coaching and performance managing teams
• Have experience in driving software adoption and leveraging customer success best practices to ensure growth
• Have proven ability to develop strategies, translate them into initiatives and track successful delivery
• Have experience in fast-growth B2B SaaS startups
• Have experience in, or with, the Learning industry
• Have the ability to prioritise effectively, and have an understanding of the right priorities for a business at our stage of growth.
• Are an excellent communicator, both written and verbal, and can simplify complex topics in a way that anyone can understand

KPIs

Financial

• Net Revenue Retention (NRR)
• Gross Churn
• Expansion pipeline
• Onboarding targets
• Product usage targets
• Professional Services pipeline

Operational

• Health Score
• Advocacy
• CSM productivity (QBRs, meetings, calls etc.)

Our Benefits

• Work-life balance: 25 days holiday (increasing to 30 with tenure) + bank holidays
• Financial wellbeing: Competitive salary, inclusion in the yearly company wide bonus scheme and annual pay review
• Autonomy and trust: Work from Anywhere Policy for up to four weeks per year
• Flexibility: Hybrid and remote home working opportunities
• Wellness: Health Shield cash back plan to support physical and mental wellbeing
• Fitness: Discounted gym membership next to our Brighton office for lunchtime strength classes
• Free food: An office stocked with your favourite refreshments (including free fruit, cereal, chocolate, assortment of snacks and drinks) or Deliveroo vouchers for remote workers.
• Career growth: 1 day per month dedicated learning time, a yearly learning budget and career development pathways.
• Inclusive culture: A meeting-light culture and opportunities to get to know team members better through things like weekly ‘donuts’, social events and a slack channel for different hobbies and interests.
• Belonging: We bring everyone in the business together twice a year for team building exercises and a company party (Summer and Christmas)
• Team Lunches: We have team lunches to celebrate birthdays, new starters, or just because!
• Recognition: We give regular ‘high-fives’ to celebrate our wins and successes. We make sure our employees feel seen and valued. Our Learner, Carer and Sharer of the Month receives a bottle of champagne.
• Dog friendly office: Having your 4-legged friend makes the office a friendlier and happier workplace environment
• Giving: There are opportunities for staff to give back to non-profit activities and as a business we work with local Brighton charities Spear and the Brighton Food Bank.
• Climate positive business: We’ve partnered with Ecologi to plant trees and invest in carbon capture projects. We’ve planted 25,000 trees and counting! Our Brighton office uses eco-friendly cleaning supplies, is paper-free, and recycles wherever we can to do our part.

Hours: Full time

Location: Brighton Office 2-3 days a week

Salary: £65,000 - £75,000 per annum depending on experience

If you do not tick all the boxes, we still encourage you to apply. If you are excited about Elucidat’s mission and want to be a part of it, we want to hear from you! You do not need a degree to work for us, we hire passionate people from all sociological backgrounds and experiences.