Job Vacancy

Head of Customer Success

Head of Customer Success

Newcastle upon Tyne, UK | Customer Success | Full time

At Oak we pride ourselves on hiring great people and providing an amazing workplace culture for everyone. We know how important it is that you feel trusted, encouraged and supported throughout your career: that’s why at Oak we place a huge emphasis on people, making sure that you as an employee are given everything that you need to thrive in your new role. From growth and development, to making sure that your voice, ideas and opinions are heard - we value our staff as individuals and recognise all contributions as a critical element to our wider success.

Right now is an incredibly exciting time to join Oak. We’re growing rapidly and expanding into a variety of exciting new areas. Recognised as one of the UK’s best intranet providers, we work with some of the best known household brands including Aldi, Five Guys, Boohoo and more. We know that with great progress comes a need to hire even more great people. So, If you want an exciting and rewarding career with one of the North East’s fastest growing software companies, we want to hear from you. For many of the world’s biggest brands including Five Guys, Aldi & River Island, Oak Engage is the definitive workplace solution. Designed to meet the needs of any modern day business, our software has been specifically designed to improve employee engagement, wellbeing, productivity and much more.

Our intuitive software seamlessly blends modern intranet practicality with the unique capabilities of an employee engagement app, giving our customers the tools they need to bring their teams together and get the best from their people.

As the Head of Customer Success, you will be targeted on leading, strategising with and growing a successful team of CSM’s to increase Oaks global footprint within existing accounts. We operate a land and expand model, so the team will be targeted around relevant revenue growth and renewals.

  • Managing the Customer Success team in the UK, with the goal to optimise existing clients and grow revenues in those accounts.
  • Maintain and develop C-level relationships with clients.
  • Lead account planning processes that develop performance, revenue upsell targets and critical milestones of client renewals.
  • Pioneer expansion of new opportunities within the account from solution development to cross-sell and upsell opportunities.
  • Coordinating team reviews and providing 1-to-1’s that improve each member's overall performance.
  • Managing recruitment and training of new team members.
  • Establishing a variety of engagement strategies to cultivate long term relationships and reduce churn
  • Continue to develop a set of core success KPIs against which the team can be measured

Requirements

  • Head of Customer Success, having managed small teams and scaled successfully.
  • Knowledge of SaaS technologies
  • Track record in delivering SaaS solutions to larger customer bases over several regions.
  • Ability to build strong relationships across a number of different business units within 1 account.
  • Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction.
  • Structured, organised and meticulous approach to projects with excellent attention to detail.
  • Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.
  • Reliable individual who delivers on promises, meets deadlines and remains calm under pressure.

Benefits

  • Laptop or Macbook and iPhone
  • Unlimited holidays
  • Fitness/Wellness subsidy
  • Vitality Health Insurance for you and your family
  • Pension
  • Training
  • Social events

How We're Operating Through COVID

As a Company, we are currently all working remotely full time. We will arrange to onboard you remotely and any equipment will either be shipped to you or we will arrange a COVID safe visit for you to collect equipment from our office.

At Oak Engage, we ask that all candidates must be within commuting distance of Newcastle city centre. We feel that our people are a massive part of what makes our culture so dynamic, vibrant and exciting. We’ve always been big believers in pushing positivity, growth and inclusivity at Oak. Because of this, we want all of our employees to experience firsthand what it’s like to be part of one of the North East’s best workplaces. Whilst we are rapidly expanding and recruiting for a lot of new opportunities over the coming months, we’re determined to retain our fantastic culture and keep people at the heart of what we do.