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Head of Customer Success || Lisbon (Fluent English Speaking)

  • Location

    Lisbon

  • Sector:

    Technology Sales

  • Job type:

    Permanent

  • Salary:

    Market Competitive, plus bonus

  • Contact:

    Oliver Lauder

  • Contact email:

    oliver@intelletec.com

  • Job ref:

    OLSW

  • Startdate:

    ASAP

  • Consultant:

    Oliver Lauder

A rapidly growing Retail Tech Startup are seeking a talented Head of Customer SuccessTheir platform uses machine learning / artificial intelligence algorithms to cross-sell bundles for leading retailers.  

The Head of Customer Success will be working very closely and reporting into the CEO.

Role and Responsibilities The Head of Customer Success will focus on the following business; 

  • Hire, manage and develop a team of CSMs and CS Integration Specialists
  • Build and implement strategies for CSMs to drive account growth. Your department will be given stretching retention and upsell targets to deliver against
  • Serve as an escalation point and attend QBRs with strategically important accounts
  • Develop key processes to ensure scalable growth within Customer Success in 2020 and beyond
  • Collaborate with the CEO to develop targets for Customer Success and own the delivery
  • Establish a model for measuring and improving customer satisfaction/health at scale
  • Sit on the company Leadership team and work with Leadership to develop the company strategy

Skills and Experience:

  • You have a track record of getting the most out of the teams that you manage
  • You are an excellent communicator who is used to liaising with C-level
  • You have a strong commercial background and preferably have managed enterprise size accounts in the past
  • You have a deep understanding of value drivers in recurring revenue models
  • You are comfortable using data to inform decision making
  • Fluent English is a must
  • Ability to speak Spanish, Portuguese, French or German is a huge bonus
Location: 
  • Office Based in Lisbon with frequent travel to London
Salary:
  • Flexible dependant on experience