Head of Customer Success
Belgium, Vlaams Gewest, GentCustomer Success
Introduction OTA Insight
At OTA Insight, we’re helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can optimise their revenue, distribution and marketing decisions.
This year is our 10 year anniversary and it is a big one! We raised a series B funding and have welcomed two companies to our organisation. With 385+ people, representing 36 nationalities living in 30 different countries, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionising the hotel sector? 🚀
What’s in it for you?
At OTA Insight you join the #bestteamever where you can be part of developing a market-leading technology platform. As a high performing team, we put our clients and innovation first. However, growing together and being passionate about our mission also means having fun together. So prepare for remote team gatherings and after work drinks on us!
Snapshot of the position:
Reporting to the Global Director of Customer Growth you are responsible for the customer success function at OTA Insight with overall responsibility of optimising existing clients’ ARPU and reducing churn while growing NPS in our customer base.
Our team operates with a land and expand model, so the Customer Success Team will be targeted around relevant revenue growth and renewals.
As Head of Customer Success you will manage all facets of customer onboarding, engagement, retention, renewal and account expansion. You will be targeted on leading, strategising with and growing a successful team of Customer Success Managers to retain and increase our global footprint within existing accounts. With this in mind, you will select, develop, and evaluate (future) team members to ensure the efficiency of the operations. You will liaise with customers, product and engineering, commercial teams, order processing and accounting.
Breakdown of the position:
Define and optimise customer journey
Define the vision of a ‘Red Carpet experience’ and plan towards maximum customer engagement
Standardise the template for a Success Plan for customers in all our segments
Define and oversee customer lifecycle processes, touch points, “listening” points (e.g. on usage, NPS), and others
Create standard presentation materials for lifecycle plays
Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
Identify opportunities for continuous improvement
Drive true value for customers
Proven experience scaling a SaaS customer contract base from $50M to $150M
Be an expert on best practices in Customer Success
Promote the Challenger approach amongst your team members
Find ways for CS specialists and Managers to deeply understand our customers’ objectives and become a trusted right-hand advisor
Determine how to define, drive, and demonstrate the value (ROI) delivered
Lead cross-functionally to drive customer success
Clarify ownership for each part of the journey
Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
Drive company-wide definition of ideal customer profile
Create company-wide customer feedback loop
Help foster company-wide culture of Customer Success
Drive alignment with Renewals & Expansion and Sales
Align on renewal and up-sell strategy and focus on selling with a retention focus
Give feedback to Sales and Marketing on prospecting approach
Ensure smart hand-off
Define CSM involvement during sales cycle
Be the best user of CS Tools/dashboards
Promote adoption of key CS processes
Ensure CS tools/dashboards are our company’s single source of truth for customer health
Create dashboards to measure customer success
Develop ideas for how high/low-touch teams can use this tool, and share during our monthly Product-CSM syncs
Recruit, mentor, groom and inspire a world-class team
Build a pipeline of great candidates
Establish a rigorous interview process
Set expectations on performance and give feedback
Manage out underperformers
Set up training and mentoring to grow team
Create culture of massive customer delight
Communicate to drive performance (in line with incentive structure for the rest of the CSM team)
Propose improvements to your team’s organizational structure
Define segmentation of your customer portfolio as appropriate
Define different levels within the team
Be informed of market compensation
Achieve operational excellence
Continuously communicate metrics to team
Report on metrics each month to your manager and CCO organization
Experienced Head or Manager of Customer Success, having managed teams and scaled successfully
Knowledge and experience with the implementation of SaaS Customer Success Tools
Track record in delivering SaaS solutions to larger customer bases over several international regions
Ability to build strong relationships across a number of different business units within 1 account
Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction
Structured, organised and meticulous approach to projects with excellent attention to detail
Exceptional customer service skills backed up with excellent written and verbal communication skills
Reliable individual who delivers on promises, meets deadlines and remains calm under pressure
We offer you a highly competitive Total Reward package to reflect and demonstrate the true value of being part of #BestTeamEver with focus on compensation; benefits; development & culture that gets reevaluated every year.
“A day about you, away from your computer” is the motto for our extra annual Detox Days.
As hard working professionals, we trust in your sense of responsibility so no micromanaging but a flexible work environment.
Our rockstar office manager takes care of us at all times: lactose-free cappuccinos, vegan snacks and healthy (or not so healthy) lunch!
Are you sad to leave your dog at home while you’re at work? We feel you! Use our puppy-schedule so we ensure a dog-friendly office with lots of cuddles and play time!