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25th Jan

Head of Customer Experience

— High Growth Saas business

Salary: Up to £80k basic salary
Location: Bristol
Ref: 555


Manage a team of 7 Customer Experience Executives
Basic salary up to £80k + OTE
Growing Saas business 
The Customer Success team are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. The Head of Customer Success will lead a team of 7 customer success professionals in the UK. This individual will drive success through high customer retention and driving cross sell/upsell into existing accounts.
What you’ll be doing
•Driving customer retention, with focus on continuous improvement of the customer experience
•Growing revenue through up/cross-sell and expansion activities
•Using analytics to diagnose “at risk” customers and develop retention strategies to address gaps
•Fully resolving escalated customer issues in a timely manner
•Obtaining consistently positive feedback in NPS surveys and using feedback to implement change
•Effectively managing the lifecycle of Customer Success activities, from go-live, customer support, ongoing configuration as well as addressing improvement opportunities
What experience you’ll need
•5 years of experience in a customer success/account management role, with increasing leadership responsibilities (preferably in B2B SaaS, ideally organisations with 250 to 10,000 employee organisations)
•Ability to manage and influence through persuasion, negotiation, and consensus building
•Ideally combined background of post-sale, sales, and services experience
•Strong empathy for customers and passion for revenue and growth
•Analytical and process-oriented mindset
What you’ll get in return for your talents
You’ll receive a generous basic salary of up to £80k + (140k) OTE depending on performance of the team beneath you. 25 days holiday in your first year and the opportunity to work within a growing Saas business with ambitious growth plans this year and beyond!
What next?
Contact Josh at enable for more information
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