Head of Customer Success

Head of Customer Success

Posted: December 2016

Contact:  jobs@campaignamp.com

Location:Peckham

Salary: Competitive

What we’re looking for:

We have an immediate opening for someone to lead our Customer Success Team. You will have a background in Software as a Service or entertainment marketing and have experience working with Marketing Director and above levels.

You will be on the front line helping our clients get the most from CampaignAmp, growing client accounts and developing commercial partnerships.

We are looking for someone who is driven by problem solving, with an eye for detail and a passion for keeping clients happy.

We pride ourselves in providing exceptional support for our users and having accurate and

exhaustive data listings. Your role will be crucial to making sure this high standard is maintained.

What you’ll be doing:

  • Grow revenue from existing clients in a SaaS enterprise based model

  • Build and lead Customer Success team

    • Establish team structure based on understanding and analysis of client base

    • Define team roles & responsibilities to meet customer needs and provide development paths for employees

    • Invest time in team development and training for continuous improvement

    • Define team KPIs and reward structure to motivate and achieve team goals

  • Ensure the complete post-sale success and satisfaction of CampaignAmp customers working within a Customer Success Organization that includes all post sales activity:  Professional Services, On-boarding, Training and Support

  • Develop a view of CampaignAmp customer journey and customer success interaction points for different client profiles.

  • Harness available data from throughout organisation to develop customer KPIs, predictive indicators, health score, etc.

  • Use data and analytics to determine which customers should be acted whether to reduce risk or capitalise on growth opportunity and create activities within the customer journey for driving success.

  • Use survey, in-bound communications and personal interactions with a range of clients to obtain a first hand picture of the customer experience

  • Provide appropriate channels for efficient and effective customer issue resolution

  • Maximise efficiency of the team – work to reduce effort on non-value add activities

  • Identify and leverage company-wide resources to address any customer satisfaction, growth or renewal risk or opportunity

  • Participate in company Senior Leadership team to provide overall organisational leadership

  • Represent the voice of customer to peers in Marketing, Direct Sales, Product and Finance.

  • Occasionally, you’ll get pulled off-project to support other areas of the business.

What you’ll need:

  • Minimum of 2 years experience leading and building customer support and service teams specifically for software products, and 4 years experience leading teams generally.

  • Passion for helping people and problem solving

  • Conscientious, with excellent attention to detail

  • An approachable and friendly manner in person, via email and on the phone

  • Reliable, highly-organised and a self-starter

  • Strong interest in music, film and tech

What we’d like to see:

  • Marketing, entertainment marketing focus preferable

  • Proven results building and leading Customer Success teams of similar scale before

  • Proven experience defining customer model

  • CRM proficiency

  • Data analytics proficiency

The key Success in this role will be demonstrated by measurable improvements in the following and you should be able to provide proven examples of similar achievements:

  • Client churn

  • Value from existing customers

  • Customer experience and customer satisfaction

  • Customer advocacy

Other reasons why you’ll love working at CampaignAmp:

  • Rooftop bar & cinema on the top of our building

  • Based in vibrant Bussey Building in Peckham - Loads of interesting stuff to get into around the area

  • Team beers every Friday

  • Flexible working - We think we work best as a team in the office but are flexible and realistic

  • Family Friendly - Childcare voucher scheme for all employees

  • Team trips to our clients film screenings, gigs etc

About CampaignAmp:

CampaignAmp is changing the way the most exciting industries on the planet work!

Founded by the ex-Group Managing Director of Ministry of Sound and an ex-BBC Digital Producer, we are revolutionising the way that marketing teams work together on their campaigns.

CampaignAmp brings together an innovative combination of Project Management, Instant Messaging, Reporting and Analytics functionality into ONE platform that helps marketers across the world make smarter decisions and work more efficiently.

We allow marketing teams to centralise ALL of their campaign information, across multiple disciplines, giving them an Operating System from which they can plan, activate and evaluate every aspect of their campaigns.

We are going through a period of explosive growth and need your help.

Launched in January 2014 in the music industry, we have rapidly expanded and now work across most of the entertainment sector and beyond.

In music we work with all of the major record labels (Universal, Sony, Warner) and the largest independents in the world (Ministry of Sound, Spinnin, Ignition) as well as numerous other events, management, PR and promotions companies.

In film we work with Universal Pictures - the No.1 studio on the planet, in publishing we work with Faber and Faber and are about to launch our first campaigns with one of the 'Big 5' publishers and in fashion we work with brands like Eastpak.

Our investors include Collider, the marketing technology accelerator, and individuals from a diverse range of high profile tech companies, brands and agencies such as Facebook, Unilever, Pepsi, Iris and Independents United.