thepieexecsearch - Enroly - Deputy Director of Customer Success (maternity cover)
Requirements
• Demonstrated success in a senior client-facing leadership role, ideally within a B2B SaaS or higher education environment. • Proven experience leading or scaling a Customer Success or Account Management team. • Strong understanding of CRM tools, customer success frameworks, and service-level reporting. • Skilled in using data to inform strategy, manage performance, and address risks. • Deep knowledge of the international student recruitment lifecycle and university challenges. • Excellent collaboration skills and the ability to influence across functions. • Bachelor’s or Master’s degree. • Full right to work in the UK. • Experience contributing to the leadership or alignment of a service delivery or BPO team. • Background in a fast-scaling technology business. • Deputy Director of Customer Success (maternity cover) • Reporting to: Director of Customer Success & Services • Working Environment: Hybrid/flexible home working with regular in-person team meet-ups • Leadership: This role deputises the Director of Customer Success & Services on the Senior Leadership Team and may attend SLT meetings as required.
Responsibilities
• Customer Success Leadership • Lead and develop the Customer Success team to deliver exceptional client outcomes, driving platform adoption, satisfaction, and retention. • Oversee the full post-sale lifecycle, from onboarding to renewal, ensuring value delivery and a consistent client experience. • Partner with Sales on renewal planning and identifying upsell opportunities within existing accounts. • Ensure effective use of CRM and other platforms to track engagement, performance, and risks. • Use data and customer feedback to guide improvements, anticipate issues, and inform wider business decisions. • Deputy to Director of Customer Success & Services • Serve as second-in-command to the Director of Customer Success & Services, contributing to strategy development and operational input across the Customer Success & Services division. • Provide strategic support and coordination across both Customer Success and Services (BPO), without direct operational responsibility for the Services team. • Collaborate with the Head of Services to ensure alignment of goals, processes, and service standards. • Cross-functional Collaboration • Represent the voice of the customer across Product, Solutions, Engineering, Sales, and Data teams. • Ensure effective onboarding, support, and delivery processes in partnership with cross-functional colleagues. • Leadership & Development • Drive a high-performance culture within the Customer Success team. • Provide coaching, training, and support to develop team capability and support career progression. • Contribute to wider team development and internal improvement initiatives. • Insights & Reporting • Own reporting for Customer Success KPIs, SLAs, and customer health metrics. • Support reporting and planning processes led by the Director of Customer Success & Services.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT