£100,000 Per Annum
Full Time
Permanent
Remote work,
Customer Service And Call Centre
Posted 11 hours ago
Expires In 29 Days
Job Description
This is a remote role with some travel to client sites needed as and when required, paying a salary up to £100k DOE.
Duties:
- Design and implement a forward-thinking customer success strategy that drives product adoption, reduces churn, and fuels customer satisfaction, loyalty, and expansion.
- Inspire and grow a team of Customer Success Managers and Client Executives. Foster a high-trust, collaborative environment built on empathy, accountability, and a shared commitment to delivering impactful customer experiences.
- Champion a culture of excellence, where team targets aren’t just met—they’re exceeded.
- Build and maintain senior-level relationships with key customers. Step in when necessary to support your team in navigating complex challenges and high-stakes opportunities
- Take responsibility for achieving team and company targets related to customer retention, renewal, and upselling.
- Lead regular customer reviews to assess satisfaction, identify opportunities, and drive action plans to improve customer experience and outcomes.
Experience:
- You’re a confident communicator who can build trust, resolve conflicts, and influence stakeholders at all levels.
- You approach decisions with data, insights, and a clear understanding of the bigger picture.
- You have a track record of leading high-performing teams — coaching, motivating, and holding individuals accountable to results.
- You know how to grow accounts by delivering value, spotting opportunities, and driving strategic conversations that lead to expansion.
- Senior-level experience in Customer Success, Account Management, or a similar role — ideally in a fast-paced CX or SaaS company and or BPO
- Deep knowledge of customer experience platforms, especially Zendesk or Amazon Connect
- Experience implementing metrics-driven success programs and performance frameworks
Leigh OConnell
leigh.oconnell@cactussearch.co.uk
01905330785
Division 804
Cactus Search Worcester
Cactus House
30 Foregate Street
Worcester
Worcestershire
WR1 1DS
01905 330790
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