We’re seeking an ambitious Director of Customer Success (home based in the UK) to join our team and drive our strategic direction of the customer success function, driving customer satisfaction, retention, and expansion into the US.
We’re growing fast, with treble digit revenue growth and have just completed a major Series A funding round with a highly respected American investment fund, Peaks Span.
Over the next two years, we have ambitions to grow ARR from £5m to £20m with an exciting product roadmap focused on automation, AI and people-engagement. We have a highly referenceable customer base of globally recognised brands and hyper-growth e-commerce and e-retail clients.
You’ll expertly apply your deep understanding of SaaS technologies, customer needs, and market trends to inform decision-making and identify growth opportunities.
You’ll be excited by tech and have a passion to grow.
We can offer:
- A salary circa 90K based on your previous experience
- Bonus structure
- Enrollment into EMI Share Options scheme
- Flexible working hours and (UK) location to accommodate a work-life balance
- A great work from abroad policy
- Company Sick Pay
- Company pension
- 25 days leave plus bank holidays plus your birthday off
- Vitality - Private Health Insurance
- Income protection
- Group life insurance
- Enhanced family leave (maternity, paternity, adoption)
- Comprehensive on-boarding and ongoing development
- Supported Personal Development plan with an allocated budget
- Occasional International travel
- Two annual all business meetups
- Additional team / project meet ups in the UK as necessary
We genuinely care about our people, work with us and you’ll experience autonomy, trust and passion in heaps and bounds.
About us
For over 10 years, EvaluAgent have been helping contact centers across the globe to dramatically improve their Quality Assurance capabilities through our award-winning AI-powered Quality Management and Performance Improvement platform.
We’re UK-based, proven tech scale up business with clients all over the world and a product that is proving hugely popular with our target market. We are proud to be associated with highly innovative brands like Samsung, Vitality Health and ManoMano.
We’re on a mission to power a people-first era for contact centres - one where employee experience (EX) is prioritised alongside Customer Experience (CX). To that end, we have plans in place to take our existing Quality Assurance & Improvement platform to the next level and become a market-leading Workforce Engagement Platform for fast growth sales & service teams around the globe.
Key Responsibilities:
Develop and execute a strategic customer success plan: Create a comprehensive customer success strategy that aligns with the company's overall objectives and growth plans. Identify key milestones, metrics, and initiatives to drive customer engagement, retention, expansion, and satisfaction. Continuously refine and adapt the strategy based on market trends, customer feedback, and business goals.
Build and lead a high-performing customer success team: Recruit, onboard, and develop a team of Customer Success Managers. Provide clear guidance, coaching, and performance feedback to foster their professional growth and success. Establish performance metrics and goals to drive individual and team excellence. Cultivate a collaborative and supportive team culture that promotes accountability, innovation, and continuous improvement.
Drive customer success outcomes: Define and implement scalable processes, including onboarding, training, support, and regular check-ins, applying best practices, and frameworks to ensure consistent delivery of exceptional customer experiences and drive customer engagement and adoption.
Build strong relationships with key stakeholders and executive-level customers, becoming a trusted advisor and advocate for their success.
Collaborate cross-functionally: Work closely with Sales, Product, Marketing, and Support teams to align strategies, share customer insights, and drive customer-centric initiatives.
Monitor customer health metrics, identify areas of improvement, and implement strategies to mitigate churn and drive customer satisfaction.
Provide strategic guidance and leadership: Stay informed about market trends, industry best practices, and emerging technologies related to SaaS, customer success, and customer support. Use strategic thinking and data-driven insights to guide decision-making and identify growth opportunities. Present strategic plans, progress updates, and results to executive-level stakeholders, demonstrating the value and impact of customer success initiatives.
Develop and maintain a deep understanding of our products and services, effectively communicating their value proposition to customers.
Prepare and present regular reports on customer success metrics, highlighting achievements, challenges, and recommendations to the leadership team
Person Specification:
- Proven experience (3+ years) in a customer success senior leadership role within a SaaS B2B organization, preferably in a scaling environment.
- A deep proven understanding of the contact centre industry gained working within a quality / managerial role within a contact centre
- Ability to think strategically and develop / communicate a clear vision for the customer excellence team
- Experience in developing and executing successful growth strategies, setting ambitious goals, creating actionable plans, and executing strategies that drive revenue growth
- Strong understanding of customer success principles and methodologies, with a track record of driving customer engagement, retention, and expansion..
- Analytical mindset and data-driven approach, with experience in leveraging customer data and metrics to inform decision-making.
- Proven ability to collaborate cross-functionally with Sales, Product, and Support teams to drive customer success outcomes.
- Strong problem-solving and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment.
- Demonstrated ability to adapt to changing priorities and navigate through ambiguity.
- Adept at delivering compelling presentations in a concise and persuasive manner.
- Experience of working remotely is essential – it’s not for everyone!
Leadership and Management Skills:.
- Demonstrated ability to lead, motivate and inspire a customer success team, fostering a culture of high performance, collaboration, and continuous improvement
- Experience in hiring, training, and developing sales professionals to achieve individual and team goals.
- Proven track record of coaching and developing sales professionals, providing feedback, and implementing training programs to enhance individual and team performance.
- Ability to identify strengths and areas for improvement and provide guidance to help individuals reach their full potential.
- Experience leading through change and navigating organizational growth. and able to effectively communicate and implement change initiatives within the sales team.
Technical Skills:
SaaS Knowledge: A strong understanding of the SaaS business model, including key concepts such as recurring revenue, customer retention, and customer lifetime value.
Customer Success Management: Proficiency in customer success principles and methodologies. This includes onboarding new customers, driving adoption of the product, and ensuring customer satisfaction and long-term retention.
Data Analytics and Reporting: Proficiency in using data analytics tools and platforms to measure customer metrics, identify trends, and generate actionable insights. Experience in analyzing customer usage patterns, churn rates, and other performance indicators to make data-driven decisions and improve customer outcomes.
Consultative Selling: The ability to adopt a consultative approach when engaging with customers. This involves actively listening to customer needs, understanding their pain points, and offering tailored solutions that align with their business objectives.
Upselling and Cross-Selling: Proficiency in identifying upsell and cross-sell opportunities within the existing customer base. Experienced at presenting upsell opportunities in a compelling and persuasive manner.
Account Planning and Strategy: The capability to develop strategic account plans to maximize customer retention and expansion. Experience of analysing customer usage data, identifying growth potential, and developing strategies to drive adoption and expansion within key accounts.
Relationship Building: Strong relationship-building skills to foster long-term partnerships with customers. This includes establishing rapport, maintaining regular communication, and proactively addressing customer concerns. The director should be skilled at building and nurturing relationships at various levels within customer organizations, from end-users to executives.
Negotiation and Contract Renewals: Proficiency in negotiation techniques to secure contract renewals and handle contract discussions with customers. Experience of pricing models, addressing customer objections, navigation of contract negotiations.
Pipeline Management and Forecasting: Expert knowledge of sales pipeline management techniques and the ability to accurately forecast revenue and growth opportunities. Experienced in tracking customer engagement, identifying potential churn risks, and proactively addressing them.
Personal Attributes:
Result-Driven: Possesses a relentless drive to achieve and exceed growth targets and deliver measurable outcomes. Exhibits a proactive and determined approach to overcoming challenges and driving business success.
Resilience: Exhibits resilience and composure in the face of adversity or setbacks. Demonstrates the ability to maintain motivation, bounce back from failures, and inspire the team to persevere.
Customer-Obsessed: Demonstrates a deep understanding of customer needs and a passion to deliver exceptional customer experiences. Acts as an advocate for customers, ensuring their satisfaction and cultivating long-term relationships.
Continuous Learning: Displays a growth mindset, actively seeking opportunities to expand knowledge and skills. Embraces feedback, invests in personal development, and encourages a culture of continuous learning within the sales team.
Entrepreneurial Spirit: Exhibits an entrepreneurial mindset, taking ownership and initiative in identifying new business opportunities and driving innovation.
Emotional Intelligence: Demonstrates a high level of emotional intelligence, including self-awareness, empathy, and the ability to navigate and manage interpersonal dynamics effectively. Builds strong rapport and connections with individuals at all levels