Strategic Customer Experience Manager

We are seeking an experienced customer experience manager to lead our customer success team. The ideal candidate will have a proven track record in delivering exceptional customer experiences and continuous improvement.

The Customer Success Team Leader will be responsible for developing a positive customer experience, fostering relationships and supporting brand loyalty. This role will lead a team of approximately 10, with 4 located internationally.

This is a challenging and rewarding role that requires strong communication and problem-solving skills, as well as excellent leadership and mentoring abilities.

• Customer Support: Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention.

• Process Improvement: Establish and continuously improve procedures, toolkits, systems, and ways of working that support and enable the CS team in delivering superior customer service.

• Culture and Performance: Encourage and foster a culture of high performance, continuous improvement, and a customer-first focus at all times.

• Knowledge Base: Oversee the improvement and maintenance of Customer Success's comprehensive knowledge base to support timely resolution of first line queries and complex troubleshooting.

• OKRs and KPIs: Set OKRs and KPIs for the customer success team which aligns to business goals; customer outcomes and motivate staff.

• Growth Planning: Forward plan for growth, demand, and capacity to ensure appropriate pro-active planning spanning 24/7 support needs, Multi-disciplinary teams within CS, Professional services, Billing enquiries.

• Incident Management: Co-ordinate Incident Management processes to ensure timely resolution within SLAs.

• Team Management: Manage onshore and offshore capacity and establish quality standards and monitor compliance with quality standards.

• Partnership Building: Build strategic relationships with partners to discover and deliver on their business needs and work collaboratively to resolve issues & challenges.

  • Internal Collaboration: Collaborate and engage across all areas of the business to ensure that Customer Success requirements are being considered in decision making processes, quarterly planning, and product prioritization processes.

    • Product Advocacy: Champion product features/developments internally that automate and alleviate customer success manual tasks that de-risk procedures.

      • Customer Advocacy: Advocate for Customers through the product design process; provide feedback to the Sales and Product teams; participate in product and technical discovery sessions to ensure products in the pipeline are fit for purpose.

        • Knowledge Management: Maintain and improve the extensive shareable knowledge base for Customers.

          • Dashboards and Reporting: Build Dashboards and reporting insights for the customer success function internally including reporting on CES and NPS.

            • Finance Support: Support finance procedures such as accounts receivables, and finance controls.

              Experience:

              • Proven experience in customer success or a related field with a focus on support services and team management.

                • Brilliant communication and structured problem-solving skills.

                  • Demonstrable excellence in delivering exceptional customer experiences & continuous improvement.

                    • Strong mentoring and leadership skills, with experience in guiding, coaching, and developing team members.

                      • Proven track record in identifying and resolving incidents proactively.

                        • Ability to work collaboratively across all levels of management, in a fast-paced, challenging product delivery environment.

                          • Experience in growing, leading, and managing a diverse customer-facing team.

                            • Knowledge of modern Customer Service practices.

                              • Excellent interpersonal and communication skills, with the ability to build strategic relationships and advocate for customer needs.

                                • Demonstrated ability to foster a high-performance culture and manage cross-functional teams.