Head of Customer Success
At Beyonk our Customer Success team is responsible for providing exceptional experiences to our customers to ensure they can optimise their time and effort.
If you have built and developed successful customer success teams before and are enthusiastic about building trusted relationships with customers, we'd love to chat.
About us
The Beyonk Group is on a mission to make it easier to sell tickets online with our industry-leading booking solutions and distribution through our partner network. We make it simple to operate and grow your business for tours, activities, attractions, festivals and events.
We have a great team with leadership from Accenture, Sky, Braze, Booksy, Groupon and Lightspeed. We're growing fast welcoming thousands of customers daily to do great activities and we're now looking for a Head of Success.
We work both remotely and in our London office, and we love being part of a fast-paced and collaborative working environment. With an ever-expanding product and market reach, it’s a great time to join our business, grow with it and be part of our success story.
Our client base is broad and exciting, from Alpaca Farms, Zoos and Wildlife Parks, Historic Houses and Attractions, to Festivals and Rally Driving experiences. Our product is industry-leading and feature-rich, meaning we can solve more problems and help more businesses optimise what they're doing online. This makes our roles challenging, very fun and rewarding. We're making real change, and helping UK businesses thrive.
Reporting to our CEO our Head of Customer Success will be responsible for ensuring the smooth running of our install base. As a growing business, you will need to take a hands-on approach and will be directly responsible for the efficiency of the team. This is a diverse role and given the nature of a hyper-growth scaling business, there is a lot of ground to cover.
Role
- Build, lead and execute a world-class Customer Success strategy to drive value for our customers across all touchpoints
- Attract, retain and grow exceptional talent - currently five FTE
- Be a product champion and advocate for Beyonk with the world outside
- Support other departments in achieving key business outcomes
- Constantly build meaningful relationships
- Contribute to strategy definition for customers from onboarding and support to growth and renewal
- Establish Beyonk as the trusted partner for our customers and turn them into advocates
- Improve customer retention metrics (adoption, retention, engagement)
Profile
This role will suit an entrepreneurial individual looking to enhance their career by joining a SaaS start-up during an exciting period of growth and pending expansion over the next few years into overseas markets.
- Track record in building and leading high-performing teams across Customer Success, Customer Support, and Account Management in SaaS with a focus on SMEs.
- Experience in managing accounts with high volume and velocity
- Strong executive presence and a natural propensity to build relationships
- Commercial mindset and focus on driving long-term customer value
- Ability to define metrics and utilise data to improve customer experience
- Ability to attract, retain and grow exceptional talent
- Ability to work cross-functionally and harmoniously with Sales, Marketing, Operations and Product teams to help drive our strategy and inform business decisions
- Comfortable in a fast-paced environment with changing priorities
- Experience in establishing operations in overseas markets
- Knowledge of Hubspot, Tableau and Google Suite would be beneficial
- Strong foundation in the Customer Success norms, processes, and KPIs
Package & Benefits
Early-stage startups can be messy – we know that. We're putting effort in providing you with the best employee experience and a quality-driven environment in exchange for trusting us.
- Salary. Competitive compensation.
- Flexible working schedule. We're outcome-oriented.
- Remote Friendly. Work in the office or remotely. Whatever works for you.
- Time off. 25 days of paid time off per year plus public holidays.
- Technology. A brand new MacBook (or whatever equipment you need).
Our Commitment to Diversity
At Beyonk we’re looking for genuinely good people that are transparent and emphatic. We’re committed to providing equal opportunities, a diverse and inclusive work environment, and ensuring a fair interview process for everyone. You’re welcome to apply no matter your gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.