Head of Customer Success

2 days ago

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IMP Software

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MAT Budgeting Software • ICFP • MAT Finance

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Description

• You will be a key player in our dynamic customer success team, driving impactful relationships with our 5,000+ schools, ensuring they maximise the potential of IMP Software. • Take ownership of customer success, guiding schools in seamless product adoption, troubleshooting challenges, and identifying new opportunities for engagement and growth. • Ensure best in class customer service at all stages of the customer life cycle to enhance our already excellent levels of customer engagement and retention. • Lead, support and develop a talented team of success consultants. • Build scalable processes for training and ongoing support to drive product adoption and increase customer engagement. • Own key performance indicators (KPIs) like Net Promoter Score (NPS), customer satisfaction (CSAT), customer lifetime value (CLV), and churn rate. • Collaborate cross-functionally to enhance the customer experience.

Requirements

• Previous experience managing a high performing customer success team. • Experience within a B2B SaaS business. • Tech-savvy – able to learn how our products work and have conversations around different issues customers might be having. • Confident with managing large customer databases. • A strong communicator. • Problem solver who is used to working in a fast-paced environment. • Experience within the education sector is preferable but not essential.

Benefits

• 27 days of holiday per year plus bank holidays with the opportunity to buy/sell an additional 5 days. • Enhanced maternity and paternity leave. • AXA Health insurance including dental and mental health. • Broadband allowance. • Home office stipend. • Life assurance (4 x basic salary). • Encouraged and funded CPD. • Remote status – Fully Remote.