Head of Customer Success

at  zeroheight

BENEFITS

Find out more about our team and company perks here :)

• ️ What you’ll do
• You’ll lead, manage and develop a high-performing remote CS team of 5 split in between the UK / US / South America (4 CSMs and 1 CSM / CS Ops)
• You’ll set, communicate and drive achievement of quarterly CS strategy and goals
• You’ll set and manage the CSM variable compensation plan to align with CS goals
• When the time comes to grow the CS team, you’ll hire, onboard and train new CSMs
• You’ll work with our ops and data teams on CS capacity management and CS forecasting
• You’ll work very closely with other zeroheight leaders – in particular in Sales, Product, Marketing and Support – to ensure smooth collaboration, mutual support and alignment. You’ll attend quarterly leadership planning weeks in person once per quarter in London.
• You’ll continuously look for ways to improve our CS best practices, our CS processes as well as our customer retention and expansion numbers – endlessly seeking to better understand what drives churn / expansion for us and ensuring a strong feedback loop with Product/Sales
• You’ll keep abreast of market and customer trends, seek out industry benchmarks, and communicate where zeroheight sits within those and what we should be aiming for‍
• ️ Who you are

Essential

• You’re a proven CS leader and manager with 7+ years of Customer Success experience including at least 3+ years as a high-performing CS leader / manager
• You’ve led CS in a mid-market / enterprise B2B SaaS company (10k-100k ARR accounts)
• You have a track record of leading teams that achieve best-in-class mid-market / enterprise B2B CS targets (above 90%+ gross revenue retention and above 100%+ net retention)
• You’re experienced with CS best practices, tools (we use Planhat) and methodologies such as customer health scoring, and you have experience implementing a variety of best-in-class CS playbooks, tools and customer lifecycle processes
• You have a track record of successful collaboration with Sales and Product leaders, who can ideally provide references for you
• You’re a great communicator and leader and have excellent relationship management skills
• You’ve dealt with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively
• You’ve hired and retained top-tier CSMs by fostering a high-performance culture, but also by developing a supportive and people-first culture in your CS teams

Ideal

• You have CS leadership experience at a “growth stage” company (10M-100M ARR)
• You have experience in a company that combines freemium/product-led growth with a B2B mid-market/enterprise sales motion (10k-100k ARR accounts)
• You have experience leading a segmented CS team with a variety of engagement models
• You have experience successfully managing a remote as well as international team
• You have good product / technology knowledge and can get up to speed on our industry and our customers’ problems quickly and become a trusted advisor / domain expert yourself

However you’ll need to be in London for leadership meetings and offsites as follows:

• 1 day per month (leadership meeting)
• 1 day per quarter (company offsite)
• 1 full week per quarter (leadership planning

Here’s an overview of our simple 5-step hiring process for this role:

• Introductory call (30min)
• Management discussion with 2 members of our leadership team (1h)
• CS leadership questions with CEO (1h)
• Values interview (1h)
• Meet and greet with the CS team! (30min