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Head of Customer Success
As Head of Customer Success, you’ll own the overall customer relationship, driving retention, growth and customer satisfaction across our client base. This is a high impact leadership role at the centre of Moorepay’s growth.
You’ll lead a fast paced function spanning Customer Success, transitions and complaints, shaping a customer first culture and ensuring customers realise maximum value from our products. This role is critical in driving NPS, improving customer experience and partnering with Sales and Product to grow and strengthen customer relationships.
This is a hybrid role - office based at our Swinton office 3 days a week
Why apply
- Lead a critical function at a key point of growth and transformation
- Shape the customer experience strategy and make a visible impact across the business
- Join a fast paced, collaborative environment with real opportunity to drive change and progression
Key Responsibilities
- Lead and develop a high performing Customer Success function, driving a strong customer first culture
- Own customer retention, growth and satisfaction, including NPS and customer health
- Build and maintain senior relationships with key customers, acting as an escalation point when needed
- Drive customer success plans, service improvement initiatives and adoption of new features
- Lead through periods of change, including product transitions and platform upgrades
- Ensure at risk customers, escalations and complaints are actively managed and resolved
- Use data and insight to improve customer outcomes, drive adoption and identify growth opportunities
- Partner with Sales, Marketing and Product to expand customer relationships and increase revenue
- Drive continuous improvement across processes, systems and service delivery
- Champion innovation, automation and better ways of working to enhance customer experience
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Skills & experience
- Proven leadership experience in Customer Success or client services within a SaaS or outsourced environment to volumes of customers ranging from 50-2000 employees
- Strong track record of improving customer experience, retention and NPS
- Experience managing large, complex customer bases and strategic accounts and supporting them through product upgrades or change
- Knowledge of legal, regulatory and compliance requirements of HR and payroll services.
- Confident operating in fast paced, changing environments including product transformation
- Commercially aware, with experience driving revenue growth and account expansion
- Strong data driven mindset, using insight to inform decisions and improvements
- Experience using AI tools as part of the Customer Success function
- Proven people leader with the ability to build, engage and develop high performing teams
- Excellent stakeholder management skills, able to influence at senior level
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Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself! To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if you join our team:
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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