Head of Client Success

Location: UK (Remote)

up to £90,000 + 15% OTE

Career Framework Level: MG/5

About the Role

Customer Success at Learnerbly

At Learnerbly, customer success is central to all we do, we want this team to be market leading at delivering success to our customer base.

Our CS team prides itself on developing and maintaining ongoing relationships with our customers. As a team, we partner with some of the most forward-thinking, progressive and innovative companies in the world. 🌏

We’re building the foundations of something remarkable here and now we’re looking for an experienced customer success leader to build, develop and grow our high-performing team of talented Customer Success Managers and take our team to new heights!

You will play a crucial role in driving revenue growth from our existing customers and ensuring the effective management and nurturing of customer relationships to drive retention and enhance the overall customer experience. You have experience operating across the success function and have managed teams in the UK and US.

Your responsibilities will include developing and implementing revenue growth expansion strategies, owning NRR, GRR, leading and managing the customer success team, prioritising opportunities, monitoring key performance indicators (KPIs), and collaborating with other functions such as Product, Sales, Marketing and Operations to align strategies, metrics, tactics and projects ensure a seamless customer experience.

You get energy from and deliver impact by continually helping customers to see value and have success from using Learnerbly. You’re experienced in leading and managing customer success teams, driving revenue growth and utilising data to drive improvements. Leveraging data and customer feedback will be instrumental for your success in this role.

Here’s what you’ll be getting up to:

• Managing a small portfolio of high-value clients and their key touch points, feeding back valuable product insights and communicating impact to the wider business
• Managing the end-to-end customer journey, including onboarding to off-boarding in order to give customers and users the best experience
• Identify new areas for business and growth with existing product initiatives and supporting new business growth by increasing referenceable customers
• Develop and implement strategies to drive revenue growth from the customer success team, aligned with company targets through renewals, upsells or revised business strategies, always aiming to increase Net Revenue Retention (NRR)
• Effectively forecast risk, and develop interventions to offset churn risk
• Lead and manage the customer success team, ensuring they effectively manage and nurture customer relationships to drive retention and enhance the overall customer experience
• Monitor and analyse KPIs related to customer health, revenue growth and client retention