Head of Customer Success - Medium segment
Sage Pay
Winnersh, GB
2d ago

Sage is a global company

with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes from single-person startups to large enterprises.

Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success.

As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation.

We are hiring for a Head of Customer Success to lead our medium business segment responsible for developing and leading the customer success framework and execution across these product groups.

Customer Success is responsible for bringing the best ideas, innovations, and capabilities to our customers, providing leadership across the market segment, developing long-term customer relationships.

The Head of Customer Success role will create, drive and imbed the framework across the UKI; sourcing and building CSM tools & systems, ensuring customer success aligns with existing business functions, and our clients needs.

  • Key accountabilities will include;
  • Imbedding the Customer Success Framework,
  • C level customer engagement,
  • Managing customer relationships through to renewal,
  • Growing AAR.
  • Handle overall responsibility for managing the customer relationship with our largest multinational strategic accounts
  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of the solution to be realized
  • Increase and maintain customer CSAT and NPS scores, and nurture into customer reference program
  • Develop and maintain customer success plans, charting a path to the customer’s desired outcome leveraging comprehensive understanding of medium segment products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customised to customers’ business needs.
  • This is a very high-profile role with a lot of opportunity for career growth and development. The successful individual will have proven work experience leading Customer Success strategically in a SaSS environment.

    With experience developing customer success frameworks you will have experience in both stand alone and leadership roles.

    LI-AJ1Key Responsibilities

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