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Head of Customer & Partner Success

extra holidays - extra parental leave

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

United Kingdom

Offer summary

Qualifications:

Bachelor's degree in business, marketing, or related field., 7+ years of experience in customer success., Proficient/expert experience in HubSpot strongly preferred., Understanding of agile and scrum methodologies (preferred)..

Key responsabilities:

Drive satisfaction and retention for enterprise customers and partners.
Oversee onboarding programs and monitor engagement metrics.

Open Systems Technologies Human Resources, Staffing & Recruiting SME http://www.opensystemstech.com/

201 - 500 Employees

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Job description

A non-profit organization is looking for a Head of Customer & Partner Success to join their team.

This role is remote.

Responsibilities:

Drive satisfaction, retention, and growth by delivering exceptional experiences for enterprise customers and partners.
Oversee onboarding programs for new enterprise customers and partners, ensuring they are equipped to succeed with firm's offerings.
Act as the primary advocate for partner and customer satisfaction, monitoring Net Promoter Score (NPS) and other engagement metrics to identify areas for improvement.
Develop and execute retention and renewal strategies, ensuring high retention rates among enterprise customers and partners.
Own the process and KPIs for upselling additional products and services to existing customers, contributing to overall revenue growth.
Proactively identify and resolve issues or concerns to ensure a positive experience for all customers and partners.
Foster relationships with certified trainers, ensuring their success through proactive support and advocacy.
Serve as the primary point of contact for certified trainers (CSTs, CSATs), building trust and ensuring alignment with firm's mission.
Oversee trainer onboarding, certification, and renewal processes to maintain high standards and engagement.
Collaborate with trainers to support new product adoption, provide updates on policy changes, and address concerns or challenges.
Establish systems to monitor trainer performance, including course feedback, enrollment trends, and other key indicators, providing actionable insights to trainers and internal teams.
Act as a liaison between trainers and the organization, representing their needs and contributing to product development, marketing, and operational strategies.
Empower training partners with tools and guidance to deliver firm programs effectively.
Support channel partners, accreditation training partners, and other strategic collaborators, ensuring they have the tools and resources needed to succeed.
Collaborate with the marketing and product teams to create co-branded resources, training materials, and support programs tailored to partner needs.
Conduct regular check-ins with partners to understand their challenges and share updates on new opportunities or initiatives.
Design and refine programs to meet market needs, leveraging insights to optimize outcomes.
Design and optimize customer and partner success programs to support long-term satisfaction and growth.
Continuously evaluate and refine onboarding and retention strategies, ensuring alignment with firm's mission and business goals.
Work with internal stakeholders to ensure partner and customer feedback informs product enhancements and organizational decisions.
Collaborate across teams and represent customer and partner needs to align strategies and drive impact.
Partner with the Head of Sales & Channel Partnerships and other leaders to align strategies and achieve shared goals.
Represent firm at industry events, conferences, and partner meetings, building awareness of the organization's commitment to customer and partner success.
Provide data-driven insights and recommendations to the leadership team to improve customer and partner experiences.

This role will be evaluated based on the following key performance indicators:
● Customer & Partner Retention: Maintain high renewal rates among enterprise customers, trainers, and channel partners.
● Satisfaction Metrics: Achieve target NPS and customer satisfaction scores.
● Onboarding Effectiveness: Reduce time to value for new customers and partners through streamlined onboarding processes.
● Revenue Growth: Drive upsell opportunities among existing customers and partners.
● Trainer Engagement: Increase adoption rates for new products and maintain high levels of trainer participation and feedback.
● Operational Efficiency: Continuously improve processes and reduce churn rates for customers and partners.

Supervisory Responsibilities

Manage and mentor a team of 0–3 direct reports (e.g., Partner Success Managers) as the program scales.
Make employment and pay decisions, conduct performance evaluations, and foster the professional development of team members.

Qualifications:

Strong leadership and relationship-building skills, with the ability to inspire and support diverse stakeholders.
Exceptional communication skills including listening and translating concerns into positive action steps and solutions.
Ability to influence, inspire, and drive groups to consensus on a variety of topics related to business direction and changes.
Proficient/expert experience in HubSpot strongly preferred.
Excellent communication and negotiation skills, with the ability to address challenges, inspire others, and build consensus.
Data-driven mindset with expertise in using metrics to inform decisions and strategies.
Familiarity with customer success platforms, CRM tools, and related technologies
Understanding of agile and scrum methodologies (preferred).
Prolonged periods sitting at a desk and working on a computer, including regular syncs with trainer community across multiple timezones.

Education & Experience

A Bachelor's degree in business, marketing, or a related field (MBA or advanced degree a plus).
7+ years of experience in customer success, partner success, or a related field.
Experience managing strategic relationships and driving retention and satisfaction in enterprise or professional services environments.