Head of Customer Success

ABOUT US:

• 💡We exist to EMPOWER companies' growth by making data protection SIMPLE, EASY, & INTERESTING by combining TECHNOLOGY with EXPERTS.
• We’re building the complete DPO solution with hand-in-hand access to an expert, backed up by easy-to-use software. Over 50 leading tech start-ups use our DATA PROTECTION-AS-A-SERVICE solution, and we're quickly becoming recognised as a leader in the start-up and scale-up arena.
• 🚀 You will be joining a FAST-GROWING TECH START-UP, working with leaders from some of the hottest and fastest-growing companies, giving you a network like no other and many exciting opportunities to supercharge your career.
• Our mission is to build an EXCEPTIONAL business with EXCEPTIONAL people & deliver EXCEPTIONAL results.
• ⭐️ We're a FLEXIBLE AND REMOTE-FIRST COMPANY with 11 employees and 7-figure revenues that recently won Tempo's Top 100 Start-up Award (2 years in a row) and Flexa's Industry Awards for Flexible SaaS and Software (2023).

ABOUT YOU:

You are a dynamic go-getter excited to get stuck in with the day-to-day of our customer workings, steering our Customer Success function strategically forward. You will contribute to continuously improving our Customer Success processes through your proven strategies and playbooks. You thrive on cultivating and elevating high-performance teams, so when the time is right, you hire and grow a team of Customer Success Managers.

You'll be collaborating with our fantastic Lead Data Protection Officer and Product Lead, and together, you bring contagious enthusiasm to ensure our customers' satisfaction!

You are eager to work in a business at a pivotal moment in the startup journey - our product is soaring to new heights, and we're transitioning into a product-led era! This role is crucial to our success, offering an exciting opportunity for professional and personal growth.

Come and be a part of our thriving team and contribute to our success story!

ABOUT THE ROLE:

• Drive success for Trust Keith’s customers by overseeing all customers (50+) at different points in their lifecycle.
• Own customer success metrics and KPIs and regularly share the outcomes with the Management Team.
• Maximise customer engagement and retention, ensuring all customers’ needs and objectives are defined with the Service Delivery Team and communicated back to customers.
• Onboard new customers, assign team resources, ensure smooth sales handovers, time to value and successful adoption of our app by collaborating with the Lead DPO, Product and Sales Team.
• Act as the customer's voice by managing and regularly seeking qualitative and quantitative feedback from customers (NPS, CSAT) and ensuring the feedback loops are closed by sharing feedback with the relevant teams.
• Report on Customer Account Health Statuses (red/amber/green) by regularly conducting customer account reviews with the Service Delivery Team and managing red customers by engaging with the primary contact to create solution plans.
• Own our Net Revenue Retention Metric, working closely with the Service Delivery and sales teams to identify upsell opportunities and drive towards a target.
• Build out our Customer Success Function by further developing our processes and playbooks, hiring and developing your team as we scale.
• Work proactively with the Product Team, sharing feedback and improvements to ensure the development of Trust Keith’s product.
• Manage the customer off-boarding process.
• Collaborate with the Lead Data Protection Officer, receiving ongoing support to ensure the team provides services and guidance in accordance with data protection laws while adhering to industry best practices.

Requirements

WHAT YOU NEED:

• [Caveat: We are an inclusive and diverse workplace, and we wholeheartedly welcome individuals from all backgrounds to join our team. Don't hesitate to apply, even if you don't meet all the requirements. We're committed to supporting your growth, as we believe a variety of perspectives enhances our collective success]
• 5+ years of experience in a customer-orientated role in a SaaS startup or scale-up environment. Demonstrable experience in managing professional services would be a bonus.
• Demonstrable experience in defining and tracking metrics and using data and insights to make decisions to drive long-term customer value.
• An excellent project manager who organises information and processes in a structured way to develop & drive account plans with clear actions.
• Have a track record of building and leading high-performing growth teams across customer success, customer support, and account management in SaaS.
• Ability to work cross-functionally and harmoniously with other teams to help drive the business strategy and decisions.
• An empathetic and excellent communicator who will always put customers first.
• Stand out in a crowd as someone who champions the voice of customers.
• Committed to delivering excellent services and building professional relationships to deliver positive outcomes.
• Self-motivated and comfortable working in an often-changing environment.
• Willing to “roll up sleeves” proactively identify any roadblocks to your work and solve problems under your initiative.
• Super organised and efficient; a completer-finisher
• Embrace technology and take an experimental approach to everything you do.
• Alignment with our values:
• Brave: You're willing to challenge the status quo, share an unpopular opinion, and deliver and receive honest feedback
• Diligent: You make yourself accountable by default, following through on what you say you're going to do
• Empathetic: You're able to put yourself in the customers' and other team members' shoes; everyone is human, after all
• Personal & Professional Growth Mindset: You're ambitious, want to learn, grow, and become the best version of yourself
• Quirky: You don't take yourself too seriously… We know we're building a company in an 'unsexy' industry, but that doesn't mean it can't be fun. We're called Trust "Keith" because data compliance is often associated as a "boring" and "unsexy" subject stereotypically conducted by individuals with names like "Keith" [credit to Family Guy !]

Benefits

WHAT WE OFFER:

• A team that cares about you and your development, professionally and personally
• A fast-paced, energised startup culture where you can make a real impact
• Competitive package
• 25 days of annual leave + UK Bank Holidays + 3 days off over Christmas
• Company laptop - get a new shiny MacBook to use for your daily work adventure
• L&D budget - £300 per year
• Flexible work environment - we’re a remote-first business
• Working from home budget - to help you set up your home office.
• Work from Anywhere - for up to 42 days (6 weeks) each year.
• Enhanced Company Sick Leave
• Enhanced New Parent Leave - regardless of gender or gender identity.
• Pension - contributions to your retirement pot every month.
• Monthly Company Meet-ups - to spend time with the wider company in person.

APPLICATION PROCESS:

1. Application review

• Please upload your CV, but instead of giving us a cover letter, please accompany your CV with answers to the following 2 questions with 1 sentence answers only:
• 1) Why are you applying to this role at Trust Keith?
• 2) What excites you about Trust Keith? Thanks :)

2. Initial chat with our Head of Operations and CEO (30min video via Google Hangouts)

3. Skills-based interview & task (60min video via Google Hangouts)

4. Meet the Team (30min via Google Hangouts)