Head of B2B Marketing
franki
Head of Customer Success and Support
Aspire Software
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Build, scale, and lead the Customer Success Managers team and Service Desk team.
- Define strategy, metrics, and processes to drive retention, expansion, and customer satisfaction.
- Partner with Product and Sales leadership to bring the voice of the customer into the business.
- Oversee onboarding, adoption, health tracking, and flag renewal or churn risk.
- Build playbooks for renewals, expansions, and proactive engagement; ensure CSMs act as trusted advisors.
- Support proactive engagement campaigns, regular check-ins, and status updates.
- Identify potential product add-ons or service upgrades within portfolio.
- Ensure a high-quality, responsive support function with clear SLAs; implement ticketing, escalation, and resolution tooling.
- Drive continuous improvement and knowledge sharing; provide regular reporting to leadership.
- Plan and coordinate customer-facing webinars with external agency; draft and distribute newsletters and maintain social media presence.
Requirements
- 5–6+ years’ experience in Customer Success, Support, or Customer Experience leadership within a B2B SaaS environment.
- Proven track record of leading teams that deliver measurable improvements in retention and satisfaction.
- Strong operational mindset; comfortable building processes, playbooks, and scalable systems.
- Excellent communicator with ability to influence cross-functional leaders and engage at C-level with customers.
- Data-driven with a focus on outcomes, not just activity.
- Experience thriving in high-growth, scaling environments.
