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Head of Customer Success

Are you interested in joining an established taxi software provider recently acquired by Uber? Are you ready to help build a business that is redefining an industry and launching products that help cement the place of our private hire/taxi operator customers in a global marketplace? The Head of Customer Success plays a key strategic role in promoting retention and loyalty, improving customer lifetime value and reducing churn. Ensuring customers are successfully using and utilising our products and any newly released features. Being pro-active to recognise our customers’ needs and understanding what is required for their business.

About Us

We are Autocab, a leading taxi & private hire booking and dispatch software provider, offering innovative solutions to help businesses go further. We do this by creating award-winning software and working with our customers and employees to produce solutions that work. We’re a passionate bunch who challenge the ordinary and bring a creative flair to everything we do. We’re loud, proud and believe in working collaboratively to develop our expertise. Go Further. It’s more than just our motto; it is ingrained into the way we work. It is what we strive for as a business and what we expect for our employees and customers.

Job Responsibilities

  • Set the overall vision and strategic plan for the Customer Success function, focusing on driving product adoption, leading a positive customer experience, and driving growth through retention improvements.

  • Drive customer outcomes, product adoption and customer experience

  • Lead the technical assessment of customer systems

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Reduce churn and drive new business growth through greater advocacy and reference ability

  • Define and optimise customer lifecycle by driving programs and initiatives to improve engagement based on customer segmentation and leading a culture of continuous improvement

  • Build and lead world-class team:

  • Recruit and develop a high performing team

  • Develop company-wide customer success philosophy integrating processes, content and data to/from stakeholder organisations (e,g., Marketing, Sales, Product/Engineering, etc)

  • Foster collaboration within the Autocab team and across customers

  • Drive operational practices to track performance of teams and individuals

  • Work closely with the sales, senior management team, and Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Reduce churn and drive new business growth through greater advocacy and feature adoption

  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the business.

  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

This role is focused on customer success management and is not a technical support-related role.

About You

We have five core values which we live and breathe by. These go way beyond a list; they’re baked into the fabric of our interactions and are used to drive growth across our business. You will need to be customer centric:

  • Put customers first, value their opinions and listen to their feedback.

You will need to adopt a collaborative approach to working:

  • Have strong team working and listening skills to help yourself, your team and Autocab grow

A flexible approach to your work:

  • Have an adaptable mind set, are a proactive problem solver and think outside the box.

A passionate and personable nature:

  • Be creative and confident in your work. Comfortable with building rapport with customers and the team.

An honest style of communication:

  • Being transparent and clear in everything you do.

In addition to succeed in this role, you will;

  • Demonstrated progressive management experience leading teams in a software company

  • Demonstrated progressive experience leading customer success managers, account management, or sales teams. Professional services experience is a plus.

  • Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company

  • Proven experience leading teams, driving software adoption and leveraging customer success best practices

  • Proven ability to develop strategies, translate them into initiatives and track successful delivery

  • Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies

  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

  • Able to collaborate across the organization and with external stakeholders

  • Experience successfully working with senior (C-level) executives

  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

  • Willing and able to address escalated client issues with speed and urgency

  • You share our values, and work in accordance with those values.

  • Experience working with customer success software (Gainsight preferable)

Job Requirements

  • 2+ years of managerial experience in a Customer Success role

  • SaaS experience

  • Reasonable technical understanding

  • Problem solving experience

  • Great organisational skills

Benefits

  • Competitive Salary
  • Further qualifications, courses and training if required
  • The opportunity to work with an award-winning software house
  • Company pension scheme
  • Life Assurance - 24/7 life cover, 2x your basic salary
  • 25 days holiday (plus bank holidays) per annum
  • Bonusly reward and recognition platform
  • Monthly Uber Eats vouchers and team lunch vouchers
  • Opportunities to progress within the business or within the wider group
  • Office social area, which includes pool, foosball, and table tennis tables.
  • 24/7 confidential Employee assistance programme
  • Regular social events
  • Hybrid working model

If you are looking for a new challenge and keen to make a difference - come and join the Autocab family.

Pioneering the tech revolution

Why Autocab?

At Autocab we are proud to have established a culture of excellence that resonates with everyone that works here. Pioneering innovation is at the heart of Autocab and has been throughout our 30-year history. Our mission to transform the transportation industry would not be possible without a talented workforce. We are always searching for the best talent with the mindset to delight customers. We want to work with the best, learn from the best and develop the best.

Social Meets Innovation

Our Culture

We laugh hard together, brainstorm harder and work even harder together. At Autocab you will be working with some of the best talent in the UK, from creatives and developers to customer care and sales. We believe in flexibility, autonomy and the freedom to efficiently do your job and enjoy your life. Policies are in place to ensure employees feel part of the family and supported at work and at home.

Our Motto

Go further...

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