Head of Customer Success (Basé à London)

Head of Customer Success (GlobalData Marketing Solutions)

Location: London

Hybrid

About GlobalData

GlobalData is one of the fastest growing data & analytics companies on the London Stock Exchange. Our growth is a direct result of our investment in our people, our products and our platforms.

Our Business Intelligence division produces over 15,000 reports, briefings, forecasts and data books each year. Our coverage spans 42 sectors, 500,000 companies and 80 countries. Our Intelligence Centres offer constantly updated data, analysis and tools that slot seamlessly into the workflow of our customers to help them de-code the future.

Our media division runs a portfolio of industry-leading B2B media websites, an international events business, and a technology-driven marketing solutions offering called GlobalData Marketing Solutions (GMS). This award-winning platform is continuously innovating and enhancing its offering through the application of technology and data.

About the role

As the Head of Customer Success for GMS, you will play a leading role in ensuring the success of our clients’ B2B content marketing campaigns through GMS and the wider GD Media marketing solutions offering. You will lead a team of customer success managers, providing strategic direction, fostering strong client relationships, and driving revenue growth. Your experience in content marketing, combined with impeccable client management skills will be essential in meeting and exceeding client expectations.

Responsibilities:

1. Lead and manage the Customer Success team, providing guidance and support to ensure clients receive outstanding customer experiences.
2. Collaborate with internal stakeholders to implement and continuously improve onboarding and renewal processes.
3. Maintain a deep understanding of the product and speak with customers about the most relevant features for their marketing campaigns.
4. Proactively identify opportunities for upselling our products and services to drive revenue growth.
5. Work with the Director of Operations & Delivery to create and implement customer success metrics and KPIs to measure the effectiveness of the customer success function.
6. Work closely with clients to understand their marketing goals and objectives, offering strategic support and insight.
7. Collaborate with internal stakeholders, including sales, editorial, design and insight to ensure the efficient delivery of client campaigns.

Requirements:

1. 5+ years experience in a customer-facing B2B agency account management/customer success role.
2. Prior experience leading and/or building a high-performing customer success (or equivalent) function.
3. Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve.
4. Excellent communication, strategic thinking, and organizational skills.
5. Proven track record of driving customer retention and revenue growth.
6. Exceptional interpersonal and communication skills, with the ability to build rapport and credibility with internal stakeholders and clients at all levels.
7. Demonstrated ability to develop and execute customer success strategies, leveraging data-driven insights to achieve key performance metrics.
8. Results-oriented mindset, with a focus on delivering value and exceeding customer expectations.
9. Strong analytical skills, with the ability to interpret complex data and translate it into actionable insights for clients.
10. Experience of using project management software such as Monday.com, Trello, Basecamp etc.
11. Bachelor's degree in a relevant field.

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