Job Description

ABOUT US...

Cognism is a smart all-in-one marketing and sales acceleration solution. We provide organisations a GDPR compliant way to prospect leads and enrich data and are a next-generation revenue intelligence platform that uses AI to help customers discover their next best business opportunity.

Our service is used for B2B lead enrichment, lead generation and marketing/sales automation. Currently we already have 200+ clients and have released native applications for Salesforce and Microsoft Dynamics.

Our specialities include - Lead Generation, Sales, AI, ABM, Outbound, Data Cleaning, Email Verification, Data Enrichment, Outbound Marketing, Lead Prospecting, and GDPR.

We have recently been awarded as one of the LinkedIn 2020 Top 10 Startups to work in!

JOB OVERVIEW...

The US Head of Customer Success is a senior position which will be responsible for managing a significant recurring revenue number from existing customers and delivering expansion and growth across the current account base in the US.

As the US Head of Customer Success, you will be commercially focused and required to think strategically and act tactically and present business solutions to CXOs. Planning and forecasting will be a key part of the role, delivering against company targets, and being integral in driving results. Ensuring that the Team is fully trained, and product knowledge is maintained will be critical to the role.

You will be highly experienced working within SaaS businesses, with a key focus on SaaS retention and customer growth. You will also be TECHNICALLY PROFICIENT, PARTICULARLY IN SALESFORCE, OTHER CRMS, AND GENERAL SAAS TECH STACKS.

You will need exceptional account management, upselling and customer facing skills backed up with excellent written and verbal communication skills. We are looking for a reliable individual who delivers on promises, meets deadlines and remains calm under pressure. You will need to achieve business objectives and sustain a high bar of quality customer satisfaction, and therefore be structured, organised and meticulous approach to projects with excellent attention to detail.

KEY RESPONSIBILITIES

• Manage and grow the current account base and associated revenue - increasing renewal rates, reducing churn, expanding revenue through cross-sell and up-sell and achieving higher health scores
• Review and recommend improvements to the customer success journey through onboarding to renewal, aligning to the corporate Customer Success strategy
• Manage and monitor US KPIs to ensure targets are met
• Analyse data to feedback on performance issues and how to improve
• Develop performance, revenue targets and critical milestones of client renewals
• Resource plan in line with company growth forecast
• Spearhead efficiency gains and processing improvement policies
• Create milestones for the team to achieve in line with company targets
• Drive significant RoI for all customers, ensuring retention targets are met
• Actively work with key stakeholders to ensure customer experience remains at the forefront of the business objectives
• Proactively assess, clarify, and validate customer needs and expectations on an ongoing basis to ensure the highest satisfaction
• Recruit, train and inspire a best in class team
• Drive collaboration within the team to maximise and improve customer experience

REQUIREMENTS

• 5+ years experience of leading a pod of Customer Success Managers (10+)
• Previous experience in a SaaS and B2B scale-up environment is an advantage
• Awareness of the latest trends and technologies within the Customer Success space
• Deep-rooted and genuine passion for our customers and their success in using our product
• Strong empathy for customers AND passion for revenue and growth
• Ability to directly liaise with customers, providing solutions for challenging situations
• Analytical and detail-orientated and happy to work at all levels within the business
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally a combined background of post-sale and sales experience
• Deep understanding of value drivers in recurring revenue business models
• Proven desire for continuous learning and improvement
• Enthusiastic and creative leadership skills, with the ability to inspire others
• Ability to thrive in a fast-paced environment

BENEFITS

• 24 days holiday PLUS all the usual UK public and bank holidays
• Workplace pension scheme
• Access to Cognisms Employee Assistance Programme with Health Assured
• Monthly Wellbeing Allowance
• A remote GP service
• Remote Workouts and Social activities