About This Role
Leading the Customer Success function on a 12-month fixed-term contract, covering a period of maternity leave, is the core of this role. This position suits an experienced, commercially driven individual who can build strong customer relationships and lead a team effectively.
Responsibilities
- Develop and execute the vision, strategy, and roadmap for Customer Success across a growing portfolio of customers
- Ensure customers achieve measurable success through the platform, leading to increased integration, optimisation, and retention
- Track key metrics and utilise data insights for continuous optimisation, including customer segmentation based on booking volumes, exclusivity, and customer types to provide scalable support levels
- Manage, coach, and develop CSMs, ensuring clear individual account ownership and consistent performance across the portfolio
- Own the onboarding process to ensure seamless adoption of integration technology solutions, taking responsibility for newly onboarded customers and managing the day-to-day relationship for a period before delegating
- Drive deeper integrations with customers through detailed touchpoint analysis, implementation reviews, and phased deliveries to manage risk and optimise conversion rates
- Champion the continuous improvement of customer tools, processes, reporting, and educational content to drive deeper customer engagement
- Develop strong relationships with new and existing customers, whilst delivering enhanced customer experiences and increased conversion
- Establish a proactive renewal and retention strategy, ensuring commitment of customers on or before the renewal date
- Where required, lead key customer renegotiations in association with the Sales team
- Collaborate across departments to ensure alignment with the customer strategy and tech roadmaps
- Ensure the team is the first point of contact for customer queries, liaising with the Data and Tech teams to answer questions and resolve any issues
- Co-ordinate internally and externally customer promotional content, feature and change requests to ensure seamless executions
Requirements
- Extensive proven experience within e-commerce or travel, in particular partner customer management, customer success, relationship management, or a related field within a technology or SaaS environment
- Strong leadership capabilities with experience managing diverse teams and driving departmental strategy
- Excellent communication and interpersonal skills, with the ability to collaborate, engage and influence stakeholders at all levels
- Deep understanding of sales processes, CRM tools (ideally Hubspot) and data analysis techniques
- Experience in managing large-scale projects, including customer onboarding and integrations
