Head of Customer Success - London, United Kingdom - Switchee

Switchee

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Base Pay:
£80, ,000

Share Options:
£10,000

Annual Company Bonus

Our mission
Switchee exists to improve the quality of life for people living in rented homes. We believe that everyone deserves to live in a decent home and that the

environments we inhabit have a massive influence on our ability to enjoy life and prosper.

One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home.

Many residents still can't afford to heat their homes, and live in cold, mouldy properties they can't be proud of.

We believe that intelligent analytics fed from internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed.

That's why our products are built not just on great technology, but on an understanding of what people want from the space they live in.

Switchee devices act as smart thermostats in residents' homes, automatically reducing energy bills, looking great, and offering control to those who want it.

We are also revolutionising the way social landlords manage their housing stock with a SaaS property dashboard and handy alerts on things like when the boiler is going to break.

The data is fed via API into the landlord's housing management system or data lake to enable them to integrate the data with other sources and maximise the value.

Switchee's game-changing solution offering includes our SaaS Landlord Platform, API integrations and data-driven insights to make our customers' operations proactive rather than reactive - all backed by the installations of our smart thermostats in the homes they manage.

The role
As a Head of Customer Success, you will be an integral part of our team.

Owning the complete success of customers, including implementation, product adoption and continued usecase evolution.
Supporting presales activity by helping customers understand their route to value and the journey they can have from the experience of other clients.
Creating, developing and leveraging, multistakeholder and crossdepartmental relationships with customers through multiyear user cycles.
Increasing overall customer lifetime value by improving their operational efficiency through the transformation of their operating processes.
Proving the value of the Switchee service and creating a business case for wider expansion, promotion and referrals.
Acting as the customer voice within Switchee and the SLT to evolve and shape our product roadmap and our operating model.
Building relationships with industry bodies and networks, including the housing ombudsman.
We value personal relationships with our clients and nothing has the same impact as facetoface time. Whilst this is a home base role you should expect to be visiting clients or housing events three days per week. All expenses from your front door with be covered by Switchee.

Customer Success is critical to Switchee's future.

The value and insights we generate help social landlords manage their properties more effectively so they can increase their reach, helping more people and targeting their resources most effectively.

This drives their decisions on rolling out Switchee across their stock, which underpins Switchee's commercial success.

We are a transformational product and much of the value the client can unlock is by transforming their processes, not just by installing a device.

Our ability to initiate and facilitate this transformation will dictate the success of our product.

Your responsibilities

You will have responsibility for:

Managing the Customer Success team in the UK, Netherlands and one other country, chosen for future expansion, with the goal to optimise existing clients and grow usage and engagement in those accounts.
Maintain and develop execution and transformation relationships with clients.
Be the voice of the customer for the commercial planning processes that develop performance, revenue targets and critical milestones of client renewals.
Coordinating team reviews and providing 1to1's that improve each team member's overall performance.
Own the Customer Success budget and team including sponsoring recruitment and training of new team members.

This role is critical to Switchee's success and you will report into the CEO.

Switchee operates a small, close-knit team with a big job to do so you'll be expected to roll-up your sleeves and get stuck in

Who You Are

Desirable experience:

Experienced Head of, VP or Director of Customer Success or Transformation or Professional Services. Having managed customer or consultancy teams and scaled successfully.
Knowledge of B2B SaaS, B2B Professional services and ability to support an enterprise sales cycles
Track record in delivering transformational software solution to larger customer base over several regions.
Ability to build strong relat