Head of Customer Success

Head of Customer Success

Department: Customer Success

Employment Type: Full Time

Location: Remote, UK

Reporting To: Stephen Topp

Compensation: £70,000 - £75,000 / year

Description

Head of Customer Success

At Aptem we’re passionate about creating technology solutions that enable people to learn and improve their lives. Demand for our end-to-end SaaS solutions are ever-increasing and we are continuing to expand rapidly as a business. If you’re interested in joining a talented, committed and driven team that is leading the charge in this fast-growing space, then you should apply!

We are looking for a Head of Customer Success to lead our Customer Success team. The successful candidate will be responsible for ensuring that our customer success practice achieves targeted customer outcomes, and drives retention and growth.

You should be a data-driven and customer-centric leader, who is excited by the challenge of making customers successful in a complex and highly-regulated space. You will leverage technology, build scalable processes, and coach and mentor your team of Customer Success Managers to ensure our customers are delighted with Aptem.

This role will be remote-first, working from home, with occasional travel for customer visits, team meetings, and attendance at events. 

Culture is really important at Aptem and we hold regular company events including our Summer and Winter UK team away days, and activities such as Shuffleboard and bowling. We have a range of initiatives to ensure you make great connections, including virtual coffees, meet your Aptem neighbours and buddying.

Main responsibilities

Key Responsibilities

• Own and manage the Customer Success offering within Aptem, ensuring that customer outcomes are tracked and achieved
• Manage the Customer Success team, coaching and developing team members
• Increase renewal rates and decrease churn
• Expand revenue through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall account health
• Drive new business growth through greater advocacy and referenceability

Skills Knowledge and Expertise

Skills, Knowledge and Expertise

• Previous experience successfully leading a Customer Success team
• Strong team management and leadership skills, with the ability to mentor, coach, and develop team members
• Strong empathy for customers and passion for revenue growth
• Excellent communication skills and experienced with engaging and managing stakeholders at all levels
• Excellent critical thinking, decision-making and problem solving skills
• Strong negotiation and persuasion skills
• A high level of personal pride in your work, with a willingness to take ownership and accountability for your team and the customers they manage

Advantages

• Previous experience working in a scale-up environment, ideally within a SaaS technology organisation
• Hands on experience of customer-facing SaaS tools such as Salesforce and Planhat
• Knowledge of the vocational training industry

Benefits

• 27 days holiday (excl. bank holidays), plus 1 additional day off on your birthday.
• Option to take up to 1 day of paid volunteering leave every year.
• Half a day off at the end of the working week during July and August.
• Option to purchase up to 5 days of additional leave. 
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.

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