Customer Success Lead

Posted 02 March 2023
Salary Competitive Salary (DOE)
Job type Permanent
Discipline Digital & TechnologyIOT & Smart
Contact NameJack Eagle

Job description

​The Green Recruitment Company are delighted to be working with one of the biggest energy analytics companies in Europe, striving to achieve global energy transformation by providing market forecasts and insights that support major strategic decisions.

As part of their ongoing and continuous growth, our client is currently searching for a Customer Success Lead, who will play a significant role in the business, heading up the customer success strategy and leading the customer engagement and retention for our software products.

This Individual will be joining the Oxford office and brings the opportunity to lead and grow a brand-new team, that is vital to the business’ high growth strategy.

Key responsibilities:

  • Create the customer success strategy and team for their software products, connecting Proactive & Reactive user support functions with feedback and UX improvement functions.

  • Drive processes and strategies surrounding client onboarding, training, implementation, and the improvement of software products.

  • Build and develop the customer success function, training and inspiring a world-class customer success team.

  • Streamline the after-sale user experience through process improvements, tools and team structuring, ensuring customers gain maximum value.

  • Create new channels and methods to efficiently gather and use customer feedback.

  • Build an engaged user community by organising events, social media, & webinars.

  • Generate product & sales insights through user interactions, feedback, & the analytics team.

  • Collaborate with the product team to influence product roadmaps, and the sales team to support sales strategies.

  • Champion customer success with key business stakeholders.

  • Ensure the team upsells and cross-sells, while supporting external & internal users.

  • Support our consultancy and research teams, who deliver projects that utilise our software.

Required attributes:

  • 3+ years’ experience in a customer success or consultancy role.

  • Working experience in the renewables, cleantech, or energy market.

  • A true people person, who is empathetic.

  • An entrepreneur’s mindset.

  • Experience leading projects that deliver value to customers.

  • Experience working in a cross-functional, team-driven environment.

  • Desire and ability to build customer relationships by engaging with them directly.

  • Exceptional communication skills and experience engaging with stakeholders across all seniority levels.

  • Natural problem solver, who has experience with data-driven decision-making.

  • Experience surrounding quantitative analyses and/or analytical products.

Desirable attributes:

  • Experience leading and growing a team.

  • Exposure to energy analytics tools (E.g., power market models).

  • Experience using with software products in product, sales, or customer success roles.

  • Working use of Customer Experience/CRM Platforms (e.g., Salesforce, Zendesk, Jira).

  • Fluency in other European languages.