Head of Customer Success Remote
Switchee
Full Time
Remote
80000 - 90000 GBP ANNUAL Today
Job description
Base Pay: £80,000 - 90,000
Share Options: £10,000
Annual Company Bonus
Share Options: £10,000
Annual Company Bonus
Our mission
Switchee exists to improve the quality of life for people living in rented homes. We believe that everyone deserves to live in a decent home and that the
environments we inhabit have a massive influence on our ability to enjoy life and prosper.
One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes, and live in cold, mouldy properties they can’t be proud of.
We believe that intelligent analytics fed from internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.
Switchee devices act as smart thermostats in residents’ homes, automatically reducing energy bills, looking great, and offering control to those who want it. We are also revolutionising the way social landlords manage their housing stock with a SaaS property dashboard and handy alerts on things like when the boiler is going to break. The data is fed via API into the landlord’s housing management system or data lake to enable them to integrate the data with other sources and maximise the value.
Switchee’s game-changing solution offering includes our SaaS Landlord Platform, API integrations and data-driven insights to make our customers’ operations proactive rather than reactive - all backed by the installations of our smart thermostats in the homes they manage.
The role
As a Head of Customer Success, you will be an integral part of our team.
- Owning the complete success of customers, including implementation, product adoption and continued use-case evolution.
- Supporting pre-sales activity by helping customers understand their route to value and the journey they can have from the experience of other clients.
- Creating, developing and leveraging, multi-stakeholder and cross-departmental relationships with customers through multi-year user cycles.
- Increasing overall customer lifetime value by improving their operational efficiency through the transformation of their operating processes.
- Proving the value of the Switchee service and creating a business case for wider expansion, promotion and referrals.
- Acting as the customer voice within Switchee and the SLT to evolve and shape our product roadmap and our operating model.
- Building relationships with industry bodies and networks, including the housing ombudsman.
- We value personal relationships with our clients and nothing has the same impact as face-to-face time. Whilst this is a home base role you should expect to be visiting clients or housing events three days per week. All expenses from your front door with be covered by Switchee.
Customer Success is critical to Switchee’s future. The value and insights we generate help social landlords manage their properties more effectively so they can increase their reach, helping more people and targeting their resources most effectively. This drives their decisions on rolling out Switchee across their stock, which underpins Switchee’s commercial success. We are a transformational product and much of the value the client can unlock is by transforming their processes, not just by installing a device. Our ability to initiate and facilitate this transformation will dictate the success of our product.
Your responsibilities
You will have responsibility for:
- Managing the Customer Success team in the UK, Netherlands and one other country, chosen for future expansion, with the goal to optimise existing clients and grow usage and engagement in those accounts.
- Maintain and develop execution and transformation relationships with clients.
- Be the voice of the customer for the commercial planning processes that develop performance, revenue targets and critical milestones of client renewals.
- Coordinating team reviews and providing 1-to-1’s that improve each team member's overall performance.
- Own the Customer Success budget and team including sponsoring recruitment and training of new team members.
This role is critical to Switchee’s success and you will report into the CEO.
Switchee operates a small, close-knit team with a big job to do so you'll be expected to roll-up your sleeves and get stuck in!
Who You Are
Who You Are
Desirable experience:
- Experienced Head of, VP or Director of Customer Success or Transformation or Professional Services. Having managed customer or consultancy teams and scaled successfully.
- Knowledge of B2B SaaS, B2B Professional services and ability to support an enterprise sales cycles
- Track record in delivering transformational software solution to larger customer base over several regions.
- Ability to build strong relationships across a number of different business units within one account.
- Experience coaching, training and growing highly successful Customer Success and Consultancy teams to reach business objectives and sustain a high bar of quality customer satisfaction.
- Examples of where you have worked with a product team to improve the solution to deliver more for customer.
- Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
- Reliable individual who delivers on promises, meets deadlines and remains calm under pressure.
These are ideal but not required - we will happily consider applicants who we believe can successfully grow into the role, even if they are not 100% qualified.
Perks
- Unlimited holiday policy (on top of your contractual 25 days + Bank Holidays) so you can take as much as you want! No need to count those Winter break days anymore!
- Everyone at Switchee enjoys flexible working hours and is the master of their own routine.
- We have a remote-first Hybrid Working Model, with offices near London Bridge.
- We will provide you with all the necessary equipment to work from home in a safe and enjoyable manner.
- We socialise together with regular outings in London, Quarterly Company Off-sites and an annual “working remotely” trip where you have the option (but no obligation) to join us in working from a fun location.
- We are hosting regular Virtual Socials and keep finding creative ways of staying connected with each other.
- We provide an L&D budget and access to our Switchee Library, where you can request new books monthly.
- We provide access to ThanksBen - a platform with plentiful discounts and free virtual well-being sessions.
- We offer Spill, a Mental Health app at your fingertips, where you can get in touch with a therapist in record time.
P.S Switchee is a Disability Confident Employer and we aim to provide reasonable adjustments for our new hires to ensure they are successful and supported in their roles.
Switchee
www.switchee.co
London, United Kingdom
Unknown / Non-Applicable
1 to 50 Employees
Company - Private
Internet & Web Services
2015
