Head of Customer Experience
Volt
Customer Success Team Lead
Treatwell
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Hire, onboard and develop talent within the Customer Success team, creating clear growth paths and opportunities for career progression.
- Lead and coach a high-performing team of Customer Success Managers; set clear goals, track performance and create a culture of accountability and continuous improvement.
- Ensure partners fully adopt Treatwell's SaaS, driving loyalty, retention and growth.
- Work cross-functionally with Sales, Marketing and Product to identify opportunities and align strategies.
- Analyse data and feedback to proactively refine team tactics, reducing churn and improving partner engagement.
- Handle escalations where needed, demonstrating exemplary communication and problem-solving.
Requirements
- Experience in leading, managing or mentoring successful customer-facing teams.
- Commercially sharp and data-driven; comfortable setting strategy as well as executing it.
- Inspiring communicator who can coach a team to be persuasive and impactful with partners.
- Passionate about technology, scale and the digitisation of industries.
- Target-driven with a track record of exceeding retention, upsell or revenue goals.
- Process-oriented, constantly looking for ways to improve team effectiveness.
- Collaborative, team-first mindset - motivated by both individual and collective success.
- Empathetic leader who balances support with accountability, creating an environment where individuals and the team thrive.
