Description
** If you're interested in this position, please apply directly on our company website here. Applications on this page won't be accepted**
WatchMyCompetitor (WMC) is a rapidly growing market intelligence platform. Our online service helps brands monitor their digital competitive landscape to ensure they stay ahead. WMC is based in London, but has a global customer base of leading brands across most industry sectors.
We’re expanding our Client Success Team and looking for a Head of Client Success to come and join the team. As the Head of Client Success, you will be responsible for building, leading, and motivating a team of client success managers, ensuring that our clients receive the highest level of service and support, whilst also driving revenue and retention targets.
This is a great opportunity to be part of a dynamic, high-growth business, whilst working with some of the world's leading brands.
The Role
- Build and lead a high-performing client success team, providing mentorship, coaching, and support to drive the success of our clients and business.
- Develop and implement strategies to ensure the retention and growth of our client base, including identifying and addressing client needs and concerns, and actively engaging with them to drive satisfaction.
- Define and oversee the development of metrics and KPIs for the client success team, monitoring and reporting on team and individual performance, and working with team members to achieve goals.
- Work collaboratively with other teams, including sales, product, and marketing, to ensure a seamless customer experience, and the successful delivery of our products and services.
- Develop and maintain strong relationships with key clients, providing insights and recommendations that help drive the success of their business and ours.
- Keep up to date with industry trends and best practices, and apply them to the development of our client success strategy and team.
What we’re looking for
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Extensive experience (approx 5+ years) in client success, enterprise account management, or customer service, with a proven track record of managing a high-performing team.
- Tech SAAS experience is essential.
- Strong leadership and coaching skills, with the ability to motivate and develop team members to drive success.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues at all levels.
- Analytical and data-driven mindset, with the ability to define and measure KPIs and metrics relevant to a SAAS business.
- Experience with client relationship management software and customer support tools.
- Passionate about delivering exceptional customer service, with a strong focus on client satisfaction and retention.
What we offer
- Competitive remuneration package including commission.
- Strong opportunities for career progression and development.
- Great office environment, within walking distance of Borough Market.
- Super friendly team; monthly socials including darts nights, wine evenings, tapas and beer, burger lunches.
Work remotely:
- Working from home Monday and Friday - in the office Tuesday, Wednesday and Thursday.