Head of Customer Success

  • LoyaltyLion
  • Farringdon, London, UK
  • Nov 28, 2018
Full time Computer Software

Job Description

Customer Success Team Lead

We need someone to own the growth, development and achievements of our customer success function.

About LoyaltyLion

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a fully customised loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 4,000 fast-growth ecommerce retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. One that makes customers feel valued, rather than like they are just another number.

The brief:

This role is perfect for someone with team lead or managerial experience in SaaS customer success who wants to take the next step and develop their own team.

Our success team currently has two exceptional members and we’re looking to expand to six by the end of the year. Your role is to lead this team, train them in best practice and help them excel and implement innovative ideas.

As a Success Team your goal is to differentiate LoyaltyLion through our service and strategic advice. We have exceptionally high customer retention because of the care and time we invest into our client relationships. We’re never satisfied though and we want you to come with your own ideas on how to offer the best post-sale customer experience.

Here are some of the activities you’ll be doing:

  • Identifying and reporting key metrics to the CEO e.g. retention, account growth etc
  • Advising merchants on their loyalty launch strategy (don’t worry we will train you)
  • Speaking with larger merchants on a quarterly basis to provide loyalty recommendations
  • Running educational webinars for clients as a subject matter expert
  • Looking for opportunities to insert the team into industry-wide discussions
  • Hiring, training and managing Success team members
  • Identifying areas for improvement

Your profile:

You will genuinely care about your customers’ happiness and be prepared to go above and beyond to help them succeed. More about what will empower you to perform this role:

  • Managerial experience, ideally of a small team in a start-up or similar
  • Exposure to the worlds of loyalty, e-commerce or a saas business
  • Clear understanding of the core saas metrics - retention, engagement, conversion - we need to monitor and improve
  • Customer success experience (ideally contract values £5k - £50k)
  • Professionalism in all areas of work
  • Ability to build rapport, especially in difficult situations
  • Desire to make your mark in a fast growth startup

Our journey so far:

LoyaltyLion was founded four years ago by Charlie (ex-Deloitte) and Dave (ex-Oracle). They spent 12 months doing some serious bootstrapping – using a friend’s lounge as an office, renting the cheapest accommodation (it had no bathroom!) and taking government loans to make LoyaltyLion a success. Happy to say it’s paying off.

LoyaltyLion is backed by industry leading entrepreneurs who bring decades of expertise in loyalty, ecommerce, CRM and data science. Our investors include the first employee and former ecommerce director for ASOS, James Hart and Jan Boluminski, the co-founder of PAYBACK, the world’s largest loyalty company.

What we offer:

We look, feel and operate like the start-up we are. From out loft-style office in Farringdon to allowing our team the opportunity to shape our future, we pride ourselves on involving our close-knit team autonomy and influence at an exciting stage in our company’s growth. On top of that we like free Monday lunches and Friday drinks, fun days out and our HTC-Vive.

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