Head of Customer Success

Expira em: 24 dias

SpotOn Connections

SpotOn Connections Recruitment Solutions was created to focus on the Finance, Legal, Technical, and Multilingual sectors in Europe, delivering a premium recruitment service to all our clients and candidates alike. Due to popular demand for our consultancy, we have now branched into other industries. Our consultants come from a recruitment background, specialising in specific industries and services, thus allowing us a better understanding of our clients' needs. We provide a no risk service to our clients and an individually tailored service to suit our candidates.

Nº de Vagas: 6-10 vagas

Tipo: Full-time

Salário(por ano): DOE

Setor: Outros Serviços

Função: Atendimento ao Cliente

Região: Malta

You will act as a champion for our users, in a leadership position. This involves being a visionary leader for the Customer Success team. Your main objectives will be to empower and help our users by delivering outstanding staffed and self-service support.


  • Delivering world-class support (in terms of both availability and level of service) to our customers
  • Leading a world-class Customer Success team by:
  • Recruiting experienced and high potential team members
  • Encouraging collaboration within the team
  • Creating a rapid onboarding / training process for new team members
  • Develop and maintain a hiring strategy that ensures adequate capacity and capability coverage
  • Observing and identifying underlying challenges related to systems, people, and processes to reduce time to resolution on our support channels while also improving the overall experience
  • Focusing on delivering value to our customers by championing changes to the product that will increase product usage, success and satisfaction
  • Measuring and improving the customer experience by studying and monitoring satisfaction, usage and the net promoter score for customers
  • Working with Marketing on initiatives that pertain to growth and the customer journey
  • Measuring the effectiveness of the Customer Success team through metrics and company-wide KPIs.
  • Development, budgeting and continual refinement of the customer experience strategy


  • 4+ years  of proven track record in building and leading customer success teams dealing with a global customer base
  • Analytical and process-oriented mindset.
  • Proven leadership skills and the ability to inspire others.
  • Experience in communicating and presenting to C-level and senior executives
  • Ability to think critically and problem-solve in a fast-paced environment
  • Understanding of metrics such as Churn, NPS, LTV.
  • Experience in the payments space and knowledge of KYC and AML procedures considered an asset

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