Head of Success

Full Time position available with flexible working.

Introduction

At Culture Shift we develop technology that helps organisations to build places of work and study that are safe, happy and supportive for everyone, everywhere. We do this primarily through our reporting software and applying our continuous improvement cycle which allows our partners to listen to concerns, support those affected, analyse trends and activate lasting change through early intervention and targeted prevention.

This is a fantastic opportunity to join the Culture Shift team to realise our creative, digital and strategic vision to create a world of work and study that is safe, happy and supportive for everyone, everywhere. To do this you’ll be taking an essential role in helping us better understand our partners and users so that we can prevent unacceptable behaviour in the workplace and across education.

The role

Reporting directly to the VP of Sales, as Head of Success you will have responsibility for the ongoing relationships with partners across all our market sectors. You will be responsible for the overall productivity and effectiveness of the Success Team, from onboarding to renewal. Leading the team to think outside the box to deliver the highest quality of service while achieving aggressive growth and maintaining our impressive retention rates.

You will personally foster close relationships with key partners, and develop strong internal relationships, knowing when to bring in representatives from other departments to ensure the efficient operation and success of the renewals and upgrades strategies.

Duties will include:

  • Ownership of renewals and upgrades targets and revenue stream
  • Ownership of associated customer happiness KPIs (inc. NPS and Health Scores).
  • Ensure the ongoing success and growth of partner relationships from onboarding through to renewal.
  • Development of strategies and processes to ensure actions are in place to respond to customer health scores.
  • Work with the VP of Sales to define strategies that maximise opportunities for renewal and upgrade revenue.
  • Identify risks & opportunities within partner conversations to ensure that we are acting early to prevent churn and responding to opportunities to increase customer loyalty.
  • Working directly with key partners to drive greater engagement with
  • Culture Shift through the reporting tool analytics, direct relationship building and wider activities such as case studies and events.
  • Leadership of the Success Team, coaching, developing and motivating them to achieve their full potential and provide the best service to our partners.
  • Provide clear and concise performance and forecasting reports to the VP of Sales.
  • Work with the wider Sales Team to identify opportunities to increase revenue within current partner contracts, working with the
  • Sales Leaders to optimise processes between Sales and Success.
  • Work with Marketing to identify opportunities to engage with partners and to create content from partners.
  • Ensure Partner information is kept up to date within the CRM system at all times.
  • Key requirements

  • Ability to demonstrate proven experience in a customer facing role
  • Leadership experience managing a team
  • Ability to respond to data to identify opportunity and risks to develop clear action plans
  • Strong relationship building with stakeholders across different industries

    This is a unique opportunity to work alongside a passionate team who have exciting growth plans for the business. This role will provide you with autonomy and will challenge you to work to the best of your ability and think outside of the box.

    Salary depending on experience, plus benefits and flexible working.

  • What's in it for you

    Maintaining our positive culture and ensuring our team feel valued are of the utmost importance, you will benefit from the following:

  • Flexible working hours
  • Brand new tech / computer equipment
  • Company Pension [NEST]
  • 25 Days annual leave [plus Bank Holidays]
  • Employee Assistance Program
  • Perks Platform, providing a range of benefits, discounts and deals;
  • Contemporary city centre office
  • Cycle to Work scheme
  • Smart Health Platform
  • Private Healthcare

    We hope you’ll join us on our exciting journey to shift cultures on a global scale.

    Please send through your CV and a cover letter to changemaker@culture-shift.co.uk and expect a response from us within a week. If successful, you’ll be invited to interview. The interview will cover areas related to your role as well as cultural questions for the team.

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