Head of Customer Success London, England
Job description
Location - UK (Remote)
As the Head of Customer Success, you will be at the forefront of establishing and evolving this critical function, tailored to our specialised feeds offering. Your role will involve optimising the customer onboarding journey, collaborating closely with the sales team, and providing hands-on support. If you are a seasoned customer success professional with a track record of optimising processes, building successful teams, and delivering outstanding customer experiences, this is a unique opportunity to shape the growth of our company.
If you are a visionary leader with a passion for technology and a track record of scaling Customer Success teams in fast-paced environments, we want to hear from you.
About us:
Nivoda is a young and energetic global team headquartered in London with offices in Mumbai, New York, Hong Kong and Amsterdam.
We are an extremely fast-growing B2B marketplace changing how the global jewellery industry operates. We connect buyers and sellers of jewellery on our online platform and facilitate the most transparent, efficient and cost-effective way to sell and buy jewellery.
Nivoda has a rapidly developing workforce expanding into new countries with a dynamic, supportive and collaborative culture.
The company's sales have grown over 100% in the last 12 months, and the team has grown to over 250 employees internationally. We are a global team of big thinkers, risk takers and hard workers.
What you’ll do:
- As the first on the ground in this function, take a hands-on approach to establish and optimise the function.
- Lead the evolution of our new Customer Success team, ensuring it aligns with our strategic goals.
- Define the end-to-end customer journey during onboarding, ensuring effective support and guidance.
- Collaborate closely with the sales team to ensure a seamless customer handover process.
- Guide customers through the onboarding journey, offering appropriate support and addressing concerns.
- Help to define your own success metrics as the department and responsibilities grow.
- Collaborate closely with other departments, including Sales and Product.
- Report and communicate directly with C-Suite.
- Track and analyse key metrics including customer onboarding count, NPS score, average onboarding time, and internal NPS.
What you’ll need:
- 6-7 years of Customer Success experience, with a minimum of 3 years in a management capacity.
- Previous success in building and expanding a customer success function is a significant advantage.
- Experience in tech startups or SaaS-based companies.
- Strong technical understanding to effectively communicate with customers and address technical concerns.
- Proficient in cross-functional collaboration, with excellent communication and interpersonal skills.
- Data-driven approach to process improvement, with a history of meeting and exceeding targets.
- Proven track record of meeting and exceeding targets in a customer success role.
- Demonstrated experience in building and leading high-performing teams.
Nice to haves:
- Background as an engineer, providing you with a deep technical perspective.
What we offer:
- Opportunity to join us at a dynamic growth phase, where your contributions can have a significant impact on shaping the company's future success
- Exposure to senior leadership and the opportunity to contribute to strategic decision-making.
- Remote working
- Flexible working
- Unlimited holiday
- Fast-paced and global working environment
Job Type: Full-time
