MRJ Recruitment
Customer Success Leader *Contract*
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Role: Customer Success Leader
Target
Define a new tiered Account Management / Customer Success model
Type
Contract (Initial 3 months)
Location
You can be based anywhere in the UK BUT please note, this role will involve office visits to London and Suffolk to meet various teams
Overview | Intro
We have a very exciting opportunity for a Customer Success Leader on an initial 3-month contract to help design and create a genuinely best-in-class Customer Success model, one that improves relationships, increases engagement, helps customers perform better and ultimately reduces churn.
Today, much of the model is reactive and one-size-fits-all. This needs to change.
To begin with, you'll work closely with the exec team and current Account Management function to understand the AS-IS: how customers are managed today, where the gaps are, what's working and where the biggest opportunities sit.
From there, the real work begins.
The end goal is to design a tiered Customer Success model across Top Tier / Mid Tier / Long Tail customers, transforming the function from predominantly reactive to proactive, segmented, personalised and increasingly digital.
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You'll help define:
- How customers should be segmented based on value, potential, needs and behaviours
- What the proposition should look like for each customer tier
- Where high-touch Account Management adds the most value
- Where a more scalable, low-touch model is appropriate
- Where the customer journey can become predominantly digital and self-service
- The right touchpoints, triggers and interventions throughout the customer lifecycle
- How Account Management can become more proactive, outbound and commercially focused
- The operating model, team structure, capabilities, processes and technology required to make it work
- How success should be measured across engagement, performance, retention and churn
Sound interesting and like you?
We are looking for someone who has been there and done it. We're less interested in your current job title and much more interested in the problems you've solved and what you've actually built.
You might have:
- Built a tiered Customer Success model within SaaS.
- Designed different experiences for different membership or subscription tiers.
- Created a segmented partner, supplier, host or seller proposition within a marketplace.
- Built a high-touch / low-touch / digital Account Management model.
- Used customer data, value and behaviour to determine different service levels and customer journeys.
- Or transformed an inbound, reactive service operation into a proactive, commercially focused Customer Success organisation.
Get help with your application
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Whatever the industry, you'll understand how to take something like: 10,000 customers → segment them → define the proposition → design the journeys → build the operating model → make it happen.
Next steps
We are shortlisting ASAP, with a quick turnaround expected.
The hiring team are looking for someone who can start ideally no later than 21st September.
Send over your profile, highlighting examples of where you have designed, built or transformed a tiered Customer Success / Account Management model, and the MRJ team will review your application ASAP.
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