Head of Customer Success

About us…

We are passionate about delivering the latest software and tech to our growing customer base across the UK, US and Europe. With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way.

With our 21 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations we recognise the power of living and breathing our values by being passionate, agile, supportive and professional at every turn.

Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

The Role

Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when sharing our product with the world.

We are looking for an inspiring Head of Customer Success to shape the delivery of our business to our customer base from contract fulfilment through professional services and technical support. Reporting into the Chief Customer Officer this person will take operational responsibility for the day to day running of the Customer Success department and its management team. and join our team in Liverpool.

What you will do…

• Lead and mentor a team of customer success managers and specialists, providing guidance, coaching, and support to ensure exceptional service delivery.
• Hold responsibility for all Customer Success KPIs ensuring they attain and exceed company targets.
• Develop and execute a comprehensive customer success strategy to drive customer satisfaction, retention, and expansion.
• Build and maintain strong, long-lasting relationships with key customers, acting as their primary point of contact for escalations and strategic discussions. drive business delivery standards up to ensure optimised balance between excellent customer service and business cost-efficiency.
• Oversee the onboarding process to ensure customers are set up for success from the start, including solution implementation and training.
• Encourage and nurture customer advocacy, including the identification and promotion of customer success stories, testimonials, and references.
• Ensure department ISO standards compliance.
• Be an escalation point for all urgent issues.
• Work closely with our Service Delivery Teams in driving down support calls into the Service Desk by identifying common patterns in customer issues and suggesting solutions to these.
• Collect and analyse customer feedback to identify trends and areas for improvement, and work with cross-functional teams to address customer concerns.
• Work as a vital part of the management team and provide support to other members as and when required, collaborating effectively to bring about optimised business performance.
• Write and update all policies that are related to supporting our customers to improve service on a continual and constant basis.
• Continuously monitor the health of customer accounts and take proactive steps to prevent churn.

We are looking for someone with…

• Proven experience in a customer success management role within the technology or software industry
• Strong leadership and team management skills
• Excellent communication, negotiation and interpersonal skills
• Experience with customer relationship management / ServiceDesk software
• Proven track record of driving customer satisfaction and retention
• Strong problem-solving skills and the ability to thrive in a fast-paced environment.

What other skills we need…

It isn’t just about what you know, it is just as important to us about how you do it.

You will be:

• Empathetic
• Self Aware
• Results focused
• Team focused
• Service orientated
• nnovative & Passionate
• An excellent communicator (Happy to present to internal teams and customers frequently)
• Analytical and a good problem solver
• Proven ability to influence cross-functional teams without formal authority
• Focused on the importance of a good user experience, and a customer-obsessed ethos

Your Qualifications…

Minimum of 3 years’ experience within a Customer Success Management Department Role.

Ideally degree level qualification in technology or people / service management.

Who you will work with…

The role of the Head of Customer Success is a senior position within the company reporting into the Chief Customer Officer. The role will also see close interaction with the other Heads of in Sales, Product  and Finance & HR.

What Physical Demands are there…

None

Our Work Environment:

Although Head Officed in Liverpool we care about how the job is done, not necessarily where it is done! We are happy to explore all flexible and remote working practices that suit us both, but we still enjoy seeing our customers face to face from time to time so travel both in the UK and overseas maybe required.

What you will get….

• Competitive Salary
• Up to 30 days annual leave
• Flexible Working Hours
• Friday afternoons dedicated to Innovation & Learning
• Unlimited Udemy access to over 3,000 courses
• Protected wellbeing time
• Great supportive working environment,
• Other optional benefits to choose from

Our promise to you is that your hard work will be recognised and celebrated. We have a Teams channel for shoutouts, Weekly Town Hall’s to communicate our challenges and successes, rewards for Innovation and living our values, and a much-acclaimed Annual BBQ catered for by the Directors (well it can’t all be good!)