Head of Customer Success

Category: Commercial

Location: London

About the Role

We are looking for a world class Head of Customer Success to further help accelerate our global growth.

You shall report directly into the Chief Commercial Officer and become the ‘point person’ for nurturing then growing our most valuable commercial client relationships.

About You

You will be passionate about three things… Technology, Music and Changing the World!

You will be someone who always says ‘yes, I’ll sort that’ and with a huge smile – no task is too much problem solving and being challenged is your favourite past time.

You will be highly commercially and a born negotiator, love detail, from legal, to project plans, then billing cycles and reviews. You will also have experience managing relationships in multiple locations around the world with huge matrix organisations (basically, you can ‘play the politics’ and succeed).

Key Responsibilities

  • Build, optimise and execute strategies ensuring engagement, adoption, success, retention, and growth
  • Regularly revise existing customer processes & metrics to suggest improvements
  • Evolve and deliver on success metrics
  • Deliver contract renewals of existing clients and generation of upsell opportunities
  • Contribute to evolution of organisational model allowing continuation of rapid business growth
  • Be our customers hero – know their challenges and find ways to help them achieve more, you are always their first call
  • To bridge relationships across our and client organisations with departments including sales, technology, finance & operations

This is a commercial relationship role… just hitting ‘easy apply’ isn’t enough (and it proves you didn’t read the full posting!) – we have created a business by ‘standing out’ to investors, global press, the greatest song writers on the planet and our industries (technology & music) – if you are the rock star for this role… do something to stand out.

Bonus skills and experience

  • Start-up experience
  • Passion for the music industry!