Lead - Customer Success

Overview

Leads and scales Customer Success & Professional Services to boost client value and growth.

Key Responsibilities

• customer success
• sales partnership
• professional services
• org architecture
• customer journey
• team leadership

Tasks

-Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization -Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them. -Build a professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation projects. -Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments -Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, collaborating across teams to identify and pursue customer growth opportunities -Leading, expanding, and mentoring the Customer Success team by setting the strategy and prioritizing Objectives and Key Results.

Requirements

• customer success
• professional services
• leadership
• data-driven
• mentoring
• hotel management

What You Bring

Hotel Management Graduate/ Graduate Grade / Level G3B 13-16 years of relevant experience The Head of Customer Success is a seasoned leader in Customer Success and Professional Services, tasked with overseeing our dedicated Customer Success team. The Head - CS will lead with a strategic vision and innovative approach, driving our efforts to ensure customer engagement, satisfaction, retention, and growth. Reporting directly to the Chief Executive Officer, the Head of Customer Success plays a pivotal role in achieving customer objectives, enhancing product utilization, facilitating business transformation, and expanding revenue streams. Experience (Years) required The ideal candidate for Head of Customer Success possesses a proactive mindset, demonstrating enthusiasm for rapidly scaling initiatives. They excel in dynamic, fast-paced environments and align seamlessly with our company’s ethos of transparency and values-driven leadership. Their leadership will be instrumental in fostering success for both our customers and our organization. -A track record of developing and mentoring great talent, and building and motivating high-achieving teams -The ability to architect services and support delivery models that align with current customer segments, deliver customer value, and scale with growth projections -Open to travel if needed. -Effective and productive collaborator to drive cross-functional initiatives -A strong customer advocate with the ability and willingness to engage directly with customers -Ability to communicate well with individuals, teams, partners, and at industry-level events -Ability to move quickly and iterate -Understanding of the balance between internal services, and external partners and how to use both effectively to support customers and grow quickly -Demonstrated progressive experience in a Real Estate (managed office space) Customer Success and/or Professional Services leadership role. Sales experience will also be considered -Empathy, humility, and listening skills -The skills to be a data-driven decision-maker, with a willingness to experiment and iterate -Experience building and managing large (100+ employees) Customer Success and or Professional Services teams in a fast-paced, dynamic environment

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About Simpliwork

-Began with a vision to redefine office spaces for businesses of all sizes, offering tailored solutions that blend functionality and flexibility. -Focuses on providing flexible workspaces that adapt to the needs of modern enterprises, with options ranging from private offices to co-working spaces. -Serves a diverse range of industries, helping businesses streamline operations while offering employees a productive and collaborative environment. -With a commitment to quality and innovation, has expanded its footprint across various cities, rapidly gaining recognition as a key player in the office space sector. -Typical projects involve designing and implementing custom office spaces for businesses, ranging from startups to established enterprises, in both commercial and residential sectors. -In addition to core offerings, an expert team helps companies optimize their office layouts, ensuring productivity, efficiency, and employee satisfaction.

Sector Specialisms