Head of Customer Success

Vixio is the leading provider of regulatory intelligence. Our trusted insights and analysis give our clients a true picture of what's happening in an ever-changing landscape.

We combine world-class content with advanced technology to help our clients make informed strategic decisions to mitigate risks, capitalise on business opportunities and find competitive advantage.

The Role:

The Customer Success team (CS) is a relatively new function at VIXIO and is responsible for the health of our customer base through their full lifecycle. We have an industry-leading commercial performance owing to our strong renewal rates supported by continuous product and content development that is pertinent to our customers. We are looking for an operational leader to continue to build our global customer success organisation by delivering first-class onboarding, identifying risk early, delivering value through measured business impact, improving efficiency, and further supporting commercial performance as we scale.

You will also be a key member of the Global Sales & Marketing Leadership team. This team is responsible for driving the strategy, operations and results across the global commercial function.

The overall responsibility will be the direct management of a team of 4 across London and Washington DC, to deliver first-class onboarding to new customers, broaden and deepen user engagement across the customer portfolio to embed in daily workflow, identify risk accounts early, and support Account Management team to identify new upsell opportunities.

What You'll Be Doing:

1. Manage, coach and develop a team of four Client Value Specialists, supporting the Payments and Gambling product lines (and soon to be Financial Services) across the US and UK.
2. Partner with the commercial management team to design and implement business processes and drive efficiency to ensure we consistently deliver value to the customer and revenue to the business (identifying cross-sell opportunities) and ensure predictability in revenues, by driving early renewals 3-6 months out, across the customer portfolio.
3. Develop measurable and repeatable best practices and strategies resulting in product adoption, deep engagement, user expansion, and increased customer satisfaction.
4. Leverage the sales and marketing stack, particularly ChurnZero (customer success platform) to identify risk early and drive consistency and scale across the function, to support the above.
5. Work closely with the Content team to share stories, supported by data, on content and product improvements that further enhance our offering and service to customers.
6. Utilisation and optimisation of customer usage statistics across the portfolio, to identify trends to maximise impact or course correct as appropriate and playback insights to the wider Commercial Management Team and Senior Leadership Team.
7. Build the Client Value brand internally at VIXIO, as well as to our customers.
8. Decision maker in the recruitment, selection, promotion and termination of employees.
9. Manage and prepare weekly report showing against key CS leading KPI's and initiatives that will move the dial to drive growth and optimise the business performance.

What You'll Bring:

1. Leadership experience in a combination of SaaS, or Business Intelligence organisations.
2. Track record of owning and delivering upon commercial targets at scale.
3. Past experience in leading teams that work in lockstep with Account Management team and always with a customer-centric focus.
4. A genuine passion for coaching and mentoring a junior team, aimed at developing and accelerating the skills and career trajectory of your team members.
5. Ability to utilise data and metrics to communicate strategy to internal stakeholders and external clients.
6. Demonstrable experience in developing and managing C-level relationships with customers.
7. Strong prioritisation skills with the ability to drive multiple concurrent projects from beginning to end.
8. Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
9. Outstanding communication skills and ability to inspire teams and customers.

The Expectation for Success:

You will know you are doing an extraordinary job when the CVS team consistently support in exceeding the value and volume retention of the customer base, increasing engagement/license adoption across all AM portfolios and makes a significant contribution to upsell and early renewal initiatives, and improves and embeds process efficiencies.

You will also be partnering with heads of across all the main function in the business, Account Management, Sales, Marketing, Content & Product to ensure growth and provide the highest level of service to our customers.

The successful candidate must be a strong people leader that is comfortable developing strategies for success whilst simultaneously driving operational improvement. You have demonstrated strong organisational skills, are comfortable with ambiguity and solving previously unseen problems and can juggle competing priorities.

-Hybrid Working (2/3 days in the office)